CODE OF PRACTICE FOR PATIENT COMPLAINTS
At Thornhill Dental Surgery we take complaints very seriously as we try to offer a high standard of care to all our patients. When patients complain, we aim to resolve the matter as promptly as possible. The following procedure should be followed in order to make a complaint or resolve a concern you may have:
- The person at the practice responsible for liaising with patients regarding complaints is the Practice Manageress.
- If the patient complains on the telephone or at the reception desk, we will listen to their complaint and document the complaint.
- The patient will be requested to put their concerns in writing addressed to either:
- The practice manageress (administrative complaints)
- The dentist whom the complaint concerns (clinical complaints)
- We will acknowledge the patient’s complaint in writing normally within three working days.
- We will investigate the complaint fully and inform the patient of the outcome of the investigation.
- If it is not possible to provide an outcome initially and the complaint requires further investigation or if the patient is not satisfied with the outcome of the complaint, we will write to the patient to offer to discuss the complaint further and include a copy of this code of practice.
- As part of the discussion, further information regarding the complaint will be taken from the patient and details of further investigation including an expected timescale will be given as per the practice complaints policy.
- If the patient is not satisfied with the result of our procedure then they will be requested to refer their complaint to the relevant governing body such as NHS England (for NHS) or The Dental Complaints Service (for private).
Other helpful contacts
NHS England (NHS complaints)
The General Dental Council Complaints Service
0845 120 540 or www.dentalcomplaints.org.uk
The B.D.A. Health Foundation word of mouth advice line
This code of practice outlines the key steps in the complaints procedure from the practice complaints policy relevant to making a complaint. If you wish to view the full practice complaints policy, please put your request in writing addressed to the practice manageress.