Dental Lounge Complaint Handling
We are committed to providing high quality care for all and will ensure that our patients and their representatives can seek advice, provide feedback or make a complaint about any aspect of our service. This policy describes how we receive, manage, respond to and learn from complaints made about our service.
We believe that if a patient wishes to make a complaint or register a concern about any aspect of our service, they should find it easy to do so. Our code of practice for handling complaints, encourages patients to let us know when our service has not met their expectations.
A complaint can be made by a patient of the practice or a person acting on their behalf if the patient is a child, has physical or mental incapacity, has consented to the person acting on their behalf, or has delegated authority to act on their behalf. A complaint can also be made by an individual who is, or is likely to be, affected by our actions, inactions, decisions or omissions.
A complaint provides us with the opportunity to identify where our practice systems have failed and what we can do to improve our service. In dealing with a complaint, we will
· Be open and transparent to ensure that all those involved understand the process and what to expect
· Acknowledge a complaint promptly
· Undertake evidence-based investigations
· Provide sympathetic responses within appropriate timeframes
· Identify the causes of complaints and act to prevent recurrence
· Learn lessons and implement change
· if the individual is a patient of the practice, ensure that their ongoing care is not adversely affected by the complaint.
The practice Complaints Manger is our Practice Manager Alex and he will investigate and resolve all complaints received by the practice.
We will acknowledge the complaint in writing normally within 3 working days. We will seek to investigate the complaint within 10 working days. If we are unable to investigate the complaint within 10 working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed. We will confirm the decision about the complaint in writing immediately after completing our investigation.
The Complaints Manager keeps full records of all complaints, investigations and responses. We adopt a no-blame approach to complaints that we receive but recognise that all feedback provides an opportunity for us to develop and improve our service. We will undertake ongoing monitoring of all complaints to identify trends and assess training requirements.
As soon as possible after a complaint has been dealt with, we will ensure that those involved are given individual feedback. Where our investigations identify a need to improve or review our practice systems, we will encourage general discussion at practice meetings and seek suggestions for improvement. Any agreed changes will be kept under review.
If patients are not satisfied with the result of our investigations then a complaint may be made to:
The Dental Complaints Service, 37 Wimpole Street, London W1G 8DQ
*For complaints about NHS treatment see our NHS policy*