The business development manager, is responsible for dealing with all complaints about our service
If a patient makes a complaint in person or by telephone, the member of staff receiving the complaint makes an initial record of their concerns and checks this for accuracy with the patient. The patient is given a copy of the record and the original is passed to the business development Manager. If the business development manage is available, the patient is asked whether they would like to see them immediately. Otherwise the patient is advised when the business development Manager will make contact to arrange a meeting in person or by telephone.
If the patient complains in writing or by e-mail, the complaint will be passed immediately to the business development Manager.
Complaints about clinical care or the amount charged for treatment will be referred to the dentist concerned, unless the patient requests otherwise.
All complaints are acknowledged in writing as soon as possible but within three 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 business development 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.
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 six months.
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
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.
If a patient is not satisfied with the result, then the complaint may be referred to: The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, CR9 2ER or email firstname.lastname@example.org or telephone 08456 120 540