Code of practice for handling patient complaints
We want our service to meet your expectations. If you have a concern or complaint about any aspect of our service, we want to know what mistakes we made and identify how we can improve to ensure that we meet your expectations in future. Our aim is to learn from any feedback we receive and improve the service we provide to our patients.
We will deal with complaints courteously and promptly and aim to resolve the matter as quickly as possible.
Making a complaint
If you wish to make a complaint or simply let us know how we could have done better, please contact Hayley Williams/Codie Sutton, our Complaints’ Managers:
- By email at blabydental@googlemail.com
- By letter to Hayley Williams/Codie Sutton, Blaby Dental Practice, 42 Lutterworth Road, Blaby,
Leicester, LE8 4DN
The Complaints’ Manager usually works at the practice Monday to Friday and will endeavour to be available during these times.
If you contact the practice to make a complaint we will ask you for brief details of your complaint so that the Complaints’ Manager can gather any useful information before contacting you.
If the matter requires a more immediate response, we will arrange for a senior member of the dental team to deal with it.
If your complaint is about your dental treatment or the fee charged, we will usually ask the dentist concerned to contact you, unless you do not want this.
We acknowledge all complaints in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days.
Investigating a complaint
We will investigate your complaint within 10 working days or, if the issue is complex, within 6 months; and, as far as reasonably practicable, will let you know how our investigation is progressing.
When we have completed our investigation, we will provide you with a full written report, unless you have told us that you do not wish for further communication. The report will explain how we considered the complaint, the conclusions we reached for each part of your complaint, details of any remedial action we have taken and whether further action is needed.
Records
We keep proper and comprehensive records of any complaints that we receive and the action we have taken following investigation. We review these records regularly to ensure that we recognise our mistakes and take every opportunity to improve our service.
If you are not satisfied
If your complaint was about your dental treatment and you are not satisfied with the result of our investigation, you can take up the matter with a relevant external organisation.
For complaints about NHS treatment:
NHS Local Integrated Care Board –
llricb-llr.enquiries@nhs.net
0116 2957572
or
The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP
(0345 015 4033 or www.ombudsman.org.uk).
For complaints about private treatment:
Dental Complaints Service, 37 Wimpole Street, London W1G 8DQ.
(020 8253 0800 or online at https://contactus.gdc-uk.org/dcs/Complaint/PrivatePatients).