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In this Practice, we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service.  When patients complain, they are 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 respond 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 patients’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service which we provide is Dr Akin Tikare
  1. 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 Dr Akin Tikare immediately.   If he is not available at the time, then the patient will be told when they will be able to talk to the dentist 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.
  1. If the patient complains in writing the letter will be passed on immediately to Dr Akin Tikare.
  1. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
  1. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days.  We will seek to investigate the complaint within ten 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 ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  1. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  1. Proper and comprehensive records are kept of any complaint received.
  1. If patients are not satisfied with the result of our procedure then a complaint may be made to: 
  • NHS England, Kent and Medway Area Team, York House, 18-20 Massetts Road, Horley, Surrey, RH6 7DE, Telephone: 0300 311 2233 for complaints about NHS treatment.
  • Independent Healthcare Advisory Service (IHAS) (for private treatments) at their website: www.independenthealthcare.org.uk or the Care Quality Commission at 03000 616161
  • The Health Service Ombudsman: 0345 015 4033 (textphone 0300 061 4298 for people who are deaf or have problems using a  standard phone). Email: This email address is being protected from spambots. You need JavaScript enabled to view it..
    • Text ‘call back’, with your name and mobile number, to 07624 813 005.
    • Write to:  Parliamentary and Health Service Ombudsman Millbank Tower, Millbank London, SW1P 4QP.
    • You can also visit their website at www.ombudsman.org.uk.

 

Updated: 21 January 2017

Updated: 04/02/2016

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