Complaints policy

Complaints handling policy (NHS treatment)

Code of practice for patient complaints

In this practice we take complaints very seriously 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 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 patients’ concerns in a caring and sensitive way.

• The person responsible for dealing with any complaint about the service that we provide is Jessica Barnes the practice Complaints Manager.
• If a patient complains by telephone or in person, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to the Complaints Manager and arrangements will be made for this to happen.
• If the patient complains in writing or by e-mail it will be passed on immediately to the Complaints Manager.
• 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.
• We will acknowledge the patient’s complaint in writing as soon as possible. We will speak to and investigate the complaint normally within 10 working days of receipt of the letter to give an explanation of the circumstances which led to the complaint.
• We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far as is reasonably practicable, as to the progress of the investigation
• When we have completed our investigation, we will provide the patient with a full written report. The report 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.
• Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint
• If patients are not satisfied with the result of our procedure then a complaint may be referred to:

If you are not satisfied

Patient Advice and Liaison Service (PALS): 0161 604 5800

Patient Services, Heywood, Middleton and Rochdale – NHS Greater Manchester
PO Box 100, Rochdale, OL16 9NP
Email: gmicb-hmr.complaints@nhs.net
Call: 01706 672 549

The Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London SW1P 4QP
Call: 0345 015 4033 · www.ombudsman.org.uk (opens in a new tab)

Complaints about private treatment

Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA. Telephone 0845 612 0540.

General Dental Council, 37 Wimpole Street, London W1G 8DQ.

Reviewed 16.09.22 and 03.07.23.