Code of Practice for Patient Complaints

At this practice we take complaints very seriously and aim to ensure that all patients are pleased with their experience of our service. When patients complain, we handle the matter courteously and promptly so it can be resolved as quickly as possible. This procedure is based on these principles.

Our aim is to respond to complaints in the same way we would want our own concerns to be addressed. We learn from every mistake we make and respond to patients’ concerns in a caring and sensitive way.

Complaints Manager

The person responsible for dealing with any complaint about the service we provide is Dr Shervin Kamyab, the Practice Complaints Manager.

Verbal Complaints

If a patient complains by telephone or in person, we will listen to their concerns and offer to refer them to the Complaints Manager immediately.

  • If the Complaints Manager is not available, the patient will be told when they can speak with them and arrangements will be made for this to happen.
  • The team member receiving the complaint will make a written record of it, provide a copy to the patient, and pass it on to the Complaints Manager.
  • If we cannot arrange contact within a reasonable period, or if the patient does not wish to wait, we will arrange for another appropriate person to handle the matter.

Written or Email Complaints

If a complaint is received in writing or by email, it will be passed immediately to the Complaints Manager.

Clinical Care Complaints

If the complaint relates to clinical care or associated charges, it will normally be referred to the dentist involved, unless the patient requests otherwise.

Acknowledgement and Communication

We will acknowledge the complaint in writing as soon as possible, normally within 3 working days, and include a copy of this code of practice.
We will:

  • Offer to discuss the complaint at a time agreed with the patient.
  • Ask how they prefer to receive updates (telephone, face-to-face, letters, or email).
  • Explain how the complaint will be handled and how long the investigation is likely to take.

If the patient does not want to discuss the complaint, we will still inform them of the expected timescale.

Investigation Process

We aim to investigate complaints speedily and efficiently, keeping the patient regularly informed of progress as far as reasonably practicable.
Investigations will normally be completed within 28 days.

Outcome

Once the investigation is complete, we will provide the patient with a full written report including:

  • An explanation of how the complaint was considered
  • Conclusions regarding each part of the complaint
  • Details of any necessary remedial action
  • Confirmation of whether the practice is satisfied with any actions already taken or those planned as a result of the complaint

We maintain proper and comprehensive records of all complaints and any subsequent actions taken to improve our services.

If the Patient Is Not Satisfied

If a patient is not satisfied with the outcome of our procedure, they may refer their complaint to:

NHS Treatment Complaints:
Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London SW1P 4QP
Tel: 0345 015 4033
www.ombudsman.org.uk

Private Treatment Complaints:
Dental Complaints Service
The Lansdowne Building,
2 Lansdowne Road, Croydon, CR9 2ER
Tel: 08456 120 540
www.dentalcomplaints.org.uk

Professional Conduct Complaints:
General Dental Council
37 Wimpole Street, London W1M 8DQ

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