Complaints Procedure
- The person responsible for dealing with any complaint about the service that we provide is Van Nayar, the practice Complaints Manager.
- 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 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 Dr U Sharif to deal with it.
- If the patient complains in writing or by e-mail it will be passed on immediately to the Complaints Manager.
- 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 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.
- 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 6 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 taking 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 the contacts below.
NHS Complaints
Email: gm.icp@nhs.net Tel: 0161 742 6023 Email: England.contactus@nhs.net
Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP
Tel: 0345 015 4033 or refer to 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 Wimple Street, London, W1M 8DQ, Tel: 020 8253 0800 (Mon – Fri 9am-5pm)
Website – Dental Complaints Service (gdc-uk.org)
The General Dental Council, 37 Wimpole Street, London, W1M 8DQ
Tel: 020 7167 6000
Website: General Dental Council (gdc-uk.org) the dentists’ regulatory body for complaints about professional misconduct
NHS & Private
Care Quality Commission, Address: CQC National Customer Service Centre, Citygate, Gallowgate, Newcastle upon
Tyne, NE1 4PA Tel: 03000 616161
Website: Care Quality Commission (cqc.org.uk) the regulating body for the dental practice
