Patient complaints procedure ‘Code of Practice’

Patient complaints procedure ‘Code of Practice’

At Dental Concepts 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 patients’ concerns in a caring and sensitive way.

The persons responsible for dealing with any complaint about the service that we provide are:

Dr Manish Chitnis or Dr Shilpa Chitnis, Complaints Managers for Andover, Whitchurch and Sandbanks.

Jan Orr is our Complaints Manager for Southampton.

If a patient complains by telephone or in person, we will listen to their complaint and offer to refer him or her 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 the 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 the practice owner(s) to deal with it.

Patients can complain verbally in person at the practice or by calling our main line on 01256 893517 and asking for the Complaints Manager for the practice concerned. Patients can also complain in writing by emailing the Complaints Manager on enquiries@dental-concepts.com or by letter to 67 Winchester Road Whitchurch, Hampshire RG28 7HW or for Southampton please send to: Southampton Dental Surgery, 2 Somerset Avenue, Bitterne, Southampton, SO18 5FL.

If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.

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 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 email. 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.

We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far as is reasonably practicable, as to the progress of the investigation. Investigations will normally be completed within six months.

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 practice is satisfied with any action it has already taken or will be taken as a result of the complaint.

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

If patients are not satisfied with the result of our procedure then a complaint may be referred to:

NHS Complaints

• ● NHS England PO Box 16738 Redditch B97 9PT
• Email: England.contactus@nhs.net
• Tel: 0300 311 2233
• ● Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP,
• Tel: 0345 015 4033
• www.ombudsman.org.uk

** PLEASE BE AWARE THAT COMPLAINTS ABOUT NHS TREATMENT RECEIVED AT OUR PRACTICE CAN ONLY BE DEALT WITH BY ONE ORGANISATION; THE PRACTICE DIRECTLY OR NHS ENGLAND **

Private Complaints

• ● Dental Complaints Service, 37 Wimpole Street, London, W1M 8DQ 
• Telephone: 020 8253 0800 (Monday – Friday 9am-5pm) 
• Website - Dental Complaints Service (gdc-uk.org)

NHS & Private

• ● Care Quality Commission, Address: CQC National Customer Service Centre, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
• Tel: 03000 616161
• Website: www.cqc.org.uk/contact-us the regulating body for the dental practice

Review

This policy is reviewed annually.

Dr Manish Chitnis

Date: 22.04.2024