Complaints procedure for our patients
At Savernake Dental practice we take complaints very seriously 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 the Practice Manager.
2) If a patient complains over the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Practice Manager immediately. If the Practice Manager is not available at the time, the member of staff will take brief details of the complaint and will advise them when the Practice Manager will be available and make arrangements for the Practice Manager to contact the patient.
3) If the patient complains in writing, the letter will be passed on immediately to the Practice Manager.
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 within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint in 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 immediately after completing our investigation. Investigations will normally be completed within six months.
7) On completion of the investigation, we will provide the patient with a full written report.
8) Proper and comprehensive records of any complaint received as well as any actions taken to improve services as a consequence of the complaint.
9) If patients are not satisfied with the result of our procedure then a complaint may be referred to:
NHS Patient Complaints:
Bath, Gloucestershire, Swindon and Wiltshire Team
Tel 01138 251538
The Parliamentary and Health Service Ombudsman
Tel 0345 015 4033