1.
The person responsible for dealing with any complaint about the service which we
provide is the individual service Complaints Manager.
2.
If a patient complains by telephone or in person, we will listen to their complaint and offer
to refer them to the Complaints Manager immediately. If the Complaints Manager is not
available at the time, then the patient will be told when they will be able to talk to the
Complaints Manager and arrangements will be made for this to happen. The member of
staff will make a written record of your complaint and provide the patient with a copy as
well as passing it on to the Complaints Manager. 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 or by email it will be passed on immediately to the
Complaints Manager.
4.
If a complaint is about any aspect of clinical care or associated charges it will normally
be referred to the dental professional concerned, 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 3 working days. We will offer to discuss
the complaint at a time agreed with the patient, asking how the patient would like to be
kept informed of developments, for example, by telephone, face to face meetings,
letters or e-mail. We will inform the patient about how the complaint will be handled and
the likely time that the investigation will take to be completed. If the patient does not wish
to discuss the complaint, we will still inform them of the expected timescale for completing
the process.
6.
We will seek to investigate the complaint speedily and efficiently and we will keep the
patient regularly informed, as far as reasonably practicable, as to the progress of the
investigation. Investigations will normally be completed within 10 days.
7.
When we have completed our investigation, we will provide the patient with a full written
report. The report will include an explanation of how the complaint has been considered,
the conclusions reached in respect of each specific part of the complaint, details of any
necessary remedial action and whether the service is satisfied with any action it has
already taken or will be taking as a result of the complaint.
8.
Proper and comprehensive records are kept of any complaint received as well as any
actions taken to improve services as a consequence of a complaint.
9.
If patients are not satisfied with the result of our procedure then a complaint may be
referred to:
The Parliamentary and Health Service Ombudsman,
Millbank Tower,
Millbank,
London,
SW1P 4QP
for complaints about NHS treatment, or the
Dental Complaints Service,
The Lansdowne Building,
2 Lansdowne Road,
Croydon, London
CR9 2ER
for complaints about private treatment.
home.
Copyright Yiewsley Dental 2022
West Drayton & Yiewsley Dental | 2 Providence Road | Yiewsley | UB7 8HJ | 01895 347 760 | info@yiewsleydental.co.uk
Complaints Policy | Appointment Cancellation Policy | Patient Charter |
General Dental Council | Prize draw entry T&C
1.
The person responsible for
dealing with any complaint about
the service which we provide is
the individual service Complaints
Manager.
2.
If a patient complains by
telephone or in person, we will
listen to their complaint and offer
to refer them to the Complaints
Manager immediately. If the
Complaints Manager is not
available at the time, then the
patient will be told when they will
be able to talk to the Complaints
Manager and arrangements will be
made for this to happen. The
member of staff will make a
written record of your complaint
and provide the patient with a copy
as well as passing it on to the
Complaints Manager. 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
or by email it will be passed on
immediately to the Complaints
Manager.
4.
If a complaint is about any aspect
of clinical care or associated
charges it will normally be referred
to the dental professional
concerned, 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 3 working days.
We will offer to discuss the
complaint at a time agreed with
the patient, asking how the patient
would like to be kept informed of
developments, for example, by
telephone, face to face meetings,
letters or e-mail. We will inform the
patient about how the complaint
will be handled and the likely time
that the investigation will take to
be completed. If the patient does
not wish to discuss the complaint,
we will still inform them of the
expected timescale for completing
the process.
6.
We will seek to investigate the
complaint speedily and efficiently
and we will keep the patient
regularly informed, as far as
reasonably practicable, as to the
progress of the investigation.
Investigations will normally be
completed within 10 days.
7.
When we have completed our
investigation, we will provide the
patient with a full written report.
The report will include an
explanation of how the complaint
has been considered, the
conclusions reached in respect of
each specific part of the complaint,
details of any necessary remedial
action and whether the service is
satisfied with any action it has
already taken or will be taking as
a result ofthe complaint.
8.
Proper and comprehensive records
are kept of any complaint received
as well as any actions taken to
improve services as a
consequence of a complaint.
9.
If patients are not satisfied with the
result of our procedure then a
complaint may be referred to: the
Parliamentary and Health Service
Ombudsman,
Millbank Tower,
Millbank,
London,
SW1P 4QP
for complaints about NHS
treatment, or the
Dental Complaints Service,
The Lansdowne Building,
2 Lansdowne Road,
Croydon, London
CR9 2ER
for complaints about private
treatment.
Copyright Yiewsley Dental 2022
West Drayton & Yiewsley Dental | 2 Providence Road | Yiewsley |
UB7 8HJ | 01895 347 760 | info@yiewsleydental.co.uk
Complaints Policy |
Appointment Cancellation Policy | Patient Charter |
General Dental Council | Prize Draw T&C
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Patient Complaints Policy
We take any concerns a patient may
have very seriously and aim to
resolve any complaints, constructively
and politely by following our Patient
Complaints Procedure. The practice
never discriminates against a patient
who has made a complaint. Team
members do not react defensively
to a complaint but listen carefully to
a patient who makes one and
involves them fully in the process
of managing it. The team member
will make best endeavours to meet
any outcomes the patient expects.
We learn from every mistake that
we make and we respond to
patients’ concerns in a caring and
sensitive way.
Patient Complaints Procedure
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