All of your feedback is important to us

• All feedback is welcomed, such as what we did well, what we could do better, or any other feedback
• We will use your feedback to help us improve
• You can use our complaints procedure to provide feedback. If you don’t want to do this, speak to a member of staff

We want to make it easy for you to raise a concern or complain, if you need to

• Information about our complaints procedure is easy to find, without you having to ask
• You can write to us or tell us in person
• We will take your complaint seriously
• Our complaints information also tells you how to raise a complaint about us with another organisation

We follow a complaints procedure and keep you informed

• We will tell you who is dealing with your complaint and when to expect a response
• We will keep you informed of the progress of your complaint, including information on any delays
• You should feel confident we are following our complaints procedure

We will try to answer all your questions and any concerns you raise

• It should be clear to you what happened and why
• Our response should be empathetic in tone and coordinated
• We will deal with your complaint in the time we said we would

We want you to have a positive experience of making a complaint

• You should feel we have followed a clear procedure in the time we said we would
• You should not be treated differently if you complain
• You understand how the outcome of your complaint was reached
• You feel you could raise a complaint again if needed and could recommend our procedure to others
• You feel we have listened to you and have acted in a fair way
• You know what further help is available if you are unhappy with the way we have handled your complaint

Your feedback helps us to improve

• We are learning all the time from your feedback and complaints
• We show you how your feedback and complaints are listened to and acted upon
• All members of our dental team are committed to improving the service we provide

We want all our patients to be pleased with the service they receive, so we take complaints seriously. If a patient makes a complaint, we will deal with it promptly and courteously. Our aim is to resolve the matter as quickly as possible following the agreed procedure and, wherever possible, to the satisfaction of the patient.

A complaint may indicate a failing on our part, which we can learn from and make improvements to our service. We will adopt a ‘no blame’ approach when investigating a complaint and especially where individuals are identified, with the aim of reach a satisfactory conclusion. We will, at all times, be polite and respectful to our patients.

Practice procedure

1. The Practice Complaints Manager (Practice Manager) and Roddy Casey Principal Dentist are responsible for dealing with all complaints about our service.
2. If a patient makes a complaint in person, by telephone, email or directly using the facility available on the website for complaints then the member of staff receiving the complaint makes an initial record of their concerns and checks this for accuracy with the patient. This is passed to one of the Complaints Managers. If the Complaints Manager is available, the patient is asked whether they would like to see him/her immediately. Otherwise the patient is advised when the Complaints Manager will make contact to arrange a meeting in person or by telephone.
3. Details on our complaints policy and how complaints can be raised are published on our website for patients to access easily
4. Complaints about clinical care or the amount charged for treatment will be referred to the dentist concerned, unless the patient requests otherwise.
5. All complaints are acknowledged in writing as soon as possible but within 3 working days. A copy of this code of practice will be sent with the acknowledgement. If the patient has not yet discussed the matter with the Complaints Manager, they will be offered the opportunity to do so and also be asked how they would like to be kept informed of developments – by letter, e-mail, telephone or face-to-face meetings. The patient will also be advised of the process we will follow in resolving the complaint and the anticipated timescale.
6. We will investigate the complaint speedily and efficiently and, as far a reasonably practicable, will keep the patient informed of our progress. Investigations will normally be completed within 6 months and the patient will be updated at least every 10 working days.
7. On completion of our investigation, we will provide the patient with a full written report, which 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.
8. Proper and comprehensive records will kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
– this record must then be stored within the complaints folder on the reception

If you would rather not go directly to the practice, you can contact NHS England instead. NHS England is responsible for commissioning (buying) NHS dental services.

9. If a patient is not satisfied with the result, then the complaint may be referred to:

• Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP, telephone: 0345 015 4033 or www.ombudsman.org.uk for complaints about NHS treatment.
• The Dental Complaints Service, 37 Wimpole Street, London, W1G 8DQ or www.dentalcomplaints.org.uk for complaints about private treatment.
• The General Dental Council, 37 Wimpole Street, London, W1G 8DQ the dentists’ registration body, should you have safety concerns about a dentist or the practice and believe it to be a risk to other patients. The GDC does not get involved in complaints that are being managed locally. The GDC does not resolve complaints or award compensation
• If the problem is so serious that you think the care provided could be a risk to other patients, the care quality commission (CQC) www.cqc.org.uk would like to know about it. CQC cannot investigate individuals complaints, but its inspectors use information when they inspect services to make sure that they are meeting quality and safety standards

You can find out more information about the NHS complaints process, what to expect from it, and other ways to give feedback, on the NHS Choices website

Where to get help with your complaint
If you need further advice, you can contact local healthwatch for information about how to make a complaint about NHS dental services
Citizens’ advice also provides information and advice about making complaints