Complaints Policy

In this practice we take complaints very seriously indeed and try to ensure that all 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 patients’ concerns in a caring and sensitive way.

1. The person responsible for dealing with any complaint about the service that we provide is Sarah Buckley.
2. If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint and offer to refer him or her to Sarah Buckley immediately.

   If Sarah Buckley is not available at the time, then the patient will be told when he or she will be able to talk to the orthodontist 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 will be passed on immediately to Sarah Buckley.
4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the orthodontist, 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 within ten working days of the complaint being received to explain the circumstances that led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to him or her on the telephone. If we are unable to investigate the complaint within ten working days, 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 to the patient immediately after completing our investigation.
7. Proper and comprehensive reports are kept of any complaint received.
8. A complaint can only be made to the practice or NHS Complaints Hub England, not both

   The Complaints Hub are contactable via post: NHS Frimley, South East Complaints Hub, NHS Frimley ICB, Aldershot Centre for Health, Hospital Hill, Aldershot, Hampshire, GU11 1AY.
   Or via Telephone: 0300 561 0290 or via email: Frimleyicb.southeastcomplaints@nhs.net

   The Parliamentary & Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P4QP.
   Tel. 03450 154033
   Email phso.enquiries@ombudsman.org.uk

   For private treatment call the Dental Complaints Service on 0208 2530800 (Monday to Friday 9am-5pm or fill out a complaint form on their website –
   www.dentalcomplaints.org.uk Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon, CR0 6BA.