Complaints Policy
Code of practice for patient complaints
Broad Street Dental Care Complaints handling policy (private treatment)
In this practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. However, there may be occasions where you are not satisfied with your treatment for whatever reason this may be. We encourage all feedback as this is the way we can improve our services in the future. Any complaint made, verbal or written, will be dealt with courteously and promptly so that the matter is resolved as quickly as possible.
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.
The full procedure is based on these objectives:
1. The persons responsible for dealing with any complaint about the service which we provide are our complaints Managers, the Practice Manager and Dr Ivo Raitchev. Complaints are referred to the Practice Manager in the first instance and the matter can be escalated to and Dr. Ivo Raitchev. Any unresolved complaint relating to treatment or the practice will be referred to the dentist Complaints Manager, Dr Ivo Raitchev.
2. If a patient complains on 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 this Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to them and arrangements will be made for this to happen.
The member of staff will take brief details of the complaint and pass them on. 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 someone else to deal with it.
Complaints are dealt with by Practice Manager in the first instance and the matter can be escalated to and Dr. Ivo Raitchev.
3. If the patient complains in writing the letter or email will be passed on immediately to the Complaints 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 3 working days.
6. We will seek to investigate the complaint within 28 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 within 28 working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
8. Proper and comprehensive records are kept of any complaint received.
9. If patients are not satisfied with the result of our procedure then a complaint may be made to:
Dental Complaints Service (Private Treatment)
Helps resolve complaints about private dental care.
The Lansdowne Building, 2 Lansdowne Road, Croydon, CR9 2ER
Telephone: 08456 120 540
Dental Complaints Service (Main Office)
Stephenson House, 2 Cherry Orchard Road, Croydon, CR0 6BA
Telephone: 08456 120 540
Email: info@dentalcomplaints.org.uk
Website: https://dcs.gdc-uk.org/
Parliamentary and Health Service Ombudsman
For unresolved complaints about care or service.
Millbank Tower, Millbank, London, SW1P 4QP
Telephone: 0845 015 4033
Email: phso.enquiries@ombudsman.org.uk
Website: https://www.ombudsman.org.uk/
General Dental Council (GDC)
The UK regulator for dental professionals.
37 Wimpole Street, London, W1M 8DQ
Telephone: 0845 222 4141
Website: https://www.gdc-uk.org/