POLICY FOR HANDLING PATIENT COMPLAINTS

In this practice we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

1. The person responsible for dealing with any complaint about the service which we provide is Practice Manager or Dr E.Lazanakis

2. If a patient complains on the telephone or at the reception desk, we will listen to

their complaint and offer to refer him or her to their dentist immediately. If he or she is not available at the time, then the patient will be told when they will be able to talk to the dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.

3. If the patient complains in writing the letter or by email, it will be passed on immediately to Practice Manager or Dr E Lazanakis who will act upon it appropriately.

4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.

5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days. We will seek to investigate the complaint as soon as reasonably possible to give an explanation of the circumstances which led to the complaint. If we are unable to investigate the complaint in an appropriate amount of time (this can be up to one year) we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

6. We will confirm the decision about the complaint in writing immediately after completing our investigation.7. Proper and comprehensive records are kept of any complaint received.

8. Depending on the circumstances, it can be difficult or distressing to make a complaint. Patients can get further information and support for making a complaint about NHS care or treatment locally from:

Healthwatch Brighton and Hove: Tel: 01273 234 040
https://www.healthwatchbrightonandhove.co.uk/help-making-complaint

Healthwatch West Sussex: Tel: 0300 012 0122
https://www.healthwatchwestsussex.co.uk/help-making-complaint

9. If patients would rather not go directly to the practice, then a complaint may be made to:

• South East Complaints Hub, NHS Frimley ICB for complaints about NHS dental services
Telephone: 0300 561 0290
Website: www.sussex.ics.nhs.uk/nhs-sussex/comments-and-complaints/

10. If patients are not satisfied with the result of our procedure, then a complaint may be made to:

• Parliamentary and Health Service Ombudsman for complaints about the NHS service
Customer Helpline: 0345 015 4033
Website: www.ombudsman.org.uk/making-complaint

• The Dental Complaints Service for complaints about private treatment
Telephone: 020 8253 0800
Website: https://dcs.gdc-uk.org

• The General Dental Council, the dentists’ registration body
Website: www.gdc-uk.org

• Advertising Standards Authority Limited for complaints about misleading, harmful or offensive advertisements
Telephone: 020 7492 2222
Website: www.asa.org.uk

Last Reviewed: 10/01/2024
Next Review due: 10/01/2025