Dutch Barton Complaints Procedure
|We sincerely hope that you never have cause to complain at the Dutch Barton Dental Practice. However if you do find that our service has fallen below your expectations please let us know.We take complaints very seriously and react to each complaint in the way we would want our own complaints about a service, to be handled.
If a patient complains by telephone or at the reception desk we will listen to the complaint and hopefully resolve the matter – indeed most complaints can be resolved at this time. However the offer will be made to refer the matter to the Practice Administrator. This member of staff will take brief details of the complaint and pass them on to the person concerned (as appropriate) who may then contact the patient. If we cannot arrange this within a reasonable period of time, or the patient does not wish to discuss the matter directly with this individual, arrangements will be made for another person to deal with it. This will be either the Practice Administrator or Simon Fieldhouse, Principal of the Practice.
If a patient complains in writing the letter will be passed to the Practice Administrator to respond. If the complaint concerns clinical care it will normally be referred to the dentist unless the patient does not want this to happen.
We will acknowledge the patient’s complaint in writing as soon as possible, normally within three working days and also advise the patient of our code of practice. We will also seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances that led to the complaint. If we are unable to investigate within ten working days we will notify the patient giving reasons for the delay and a likely period within which the investigation will be completed.
We will confirm the decision about the complaint in writing immediately after completing our investigation.
Proper records are kept of any complaint received.
If you are not satisfied with the result of our procedure then a complaint may be made to :-
1. The Dental Complaints Service for complaints about private treatment.
2. The General Dental Council
3. Care Quality Commission, Finsbury Tower, 103-105 Bunhill Row, LONDON EC1Y 8TG