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Complaints Procedure

The Dental Centre Code of practice for patient Complaints

 

At The Dental Centre Oakdale, we take complaints very seriously. We try to ensure all our patients are happy with the level of service we provide. When patients complain, they are dealt with courteously and promptly, so that any matter is resolved as quickly as possible. We learn from every event and we respond to our patients’ concerns in a caring and sensitive manner.  The following steps are in place to give a clear understanding to our patients as to how their complaint will be addressed.

  1. The person responsible for dealing with any complaint about the service we provide is Samantha Rice-Jones.
  2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer them to Samantha Rice-Jones If Samantha Rice-Jones is not available at the time, then the patient will be told when she 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 address their concerns.
  3. If the patient complains in writing the letter will be passed on to Samantha Rice-Jones. An acknowledgment of their letter will be sent within 48 hrs.
  4. If a complaint is regarding clinical care or associated charges it will normally be referred to the responsible clinician, dentist, or hygienist, unless the patient does not wish for this to happen.
  5. You have up to 12 months to raise a concern (if a longer period of time has passed, it may still be possible to deal with the concern if there are genuine reasons for the delay).
  6. Upon receipt of the complaint, we will seek to investigate within thirty working days , to give an explanation of the circumstances which lead 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 thirty 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 endeavour to confirm the decision about the complaint in writing within thirty working days.
  8. Proper and comprehensive records are kept of any complaint received.

If you are not satisfied with our response and would like to discuss your grievance(s) with an external body, please contact one of the following organisations:

Healthcare Inspectorate Wales

Welsh Government
Rhydycar Business Park
Merthyr Tydfil
CF48 1UZ

Phone
0300 062 8163

Fax
0300 062 8387

Email
hiw@wales.gsi.gov.uk

Website
http://www.hiw.org.uk/concerns

 

The General Dental Council

37 Wimpole Street
London
WIM 8DQ

 

The Dental Complaints Service

Phone
020 8253 0800
(Monday – Friday 9am – 5pm)

Email
info@dentalcomplaints.org.uk

Write to
Dental Complaints Service
Stephenson House
2 Cherry Orchard Road
Croydon CR0 6BA