Complaints procedure

Arrowe Park Dental Practice takes complaints very seriously indeed; we try to ensure that all patients at the practice are pleased with their experience of our service. When patients complain, they will be 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 complaint in the way which we would want our complaint about a service to be handled. We want to learn from every mistake we make and respond to patients concerns in a caring sensitive way.

If a patient complains on the telephone or at the reception desk, we will listen to his/her complaint and offer to refer him/her to Christine immediately.

If Christine is not available at the time, then the patient will be advised when they can speak to the dentist and arrangements will be made for this to happen. The member of staff dealing with the complaint will take brief details and pass them on to the dentist. If we cannot arrange this in 48 hours or if the patient does not wish to discuss the matter with the dentist (this may be because the complaint is about that particular dentist) arrangements will be made for someone else to deal with the complaint.

If the patient complains in writing the letter will be passed immediately to Mr. C Smith B.D.S. or Mrs K. Smith B.D.S.

If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the relevant dentist, unless the patient does not want this to happen. Alternative arrangements with a different dentist can be arranged for the patient if they feel more comfortable with this.

On receipt of a complaint Christine will acknowledge the patient’s complaint in writing and enclose a copy of this policy as soon as possible. In any event the complaint will be acknowledged within two working days of the complaint being received and we will seek to meet the patient within ten working days of the complaint being received, 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 him/her over the telephone. We will confirm the decision about the complaint in writing to the patient within the same fifteen day period.

Proper comprehensive records are kept of any complaints received.

If patients are not satisfied with the result of our procedure then the complaint can be taken to:

The local Clinical Commissioning Group (CCG)

Old Market House
13 Hamilton Street
Birkenhead
Wirral
CH41 5AL
Telephone: 0151 651 0011

Or

NHS England

Email: England.contactus@nhs.net

Or

Care Quality Commission

Healthcare Team
Citygate – Gallowgate
Newcastle-upon-Tyne
NE1 4PA

Email: info@cac.org.uk
Website: www.cac.org.uk