Complaints Procedure For Patients
If you have a complaint or concern about the service you have received from your dentist or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of a NHS system for dealing with complaints, which adheres to national criteria.
How To Make A Complaint
Most problems can be sorted out quickly and easily, at the time they arise and with the person concerned. If your problem cannot be resolved this way and you wish to make a complaint, let us know as soon as possible - ideally, within a matter of days or weeks. This will enable us to establish what happened more easily.
If this is not possible, please let us have details of your complaint within 6 months of the incident, or within 6 months of discovering that you have a problem, provided this is within 12 months of the original incident.
Complaints should be addressed to Ms Filly Bonito-Brook, the Practice Manager. We will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly and courteously.
How We Deal With Your Complaint
We will acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 working days of the date when you first raised it with us. We shall then be in a position to offer you an explanation, or a meeting with those involved. In investigating your complaint, we shall aim to:
1. Find out what happened and what went wrong
2. Enable you to discuss the problem with those concerned, if this is your wish
3. Ensure you receive an apology, where this is appropriate
4. Identify what we can do to make sure the problem doesn’t happen again
Complaining On Behalf Of Someone Else
Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable of providing this.
If a person feels unable to deal with complaint alone, the Citizen’s Advice Bureau can offer assistance and support at any stage of the Complaints Procedure:
Citizen’s Advice Bureau, Acorn House, 361 Midsummer Boulevard, Milton Keynes MK9 3HP
Satisfactory Resolution Of Complaints
We hope that, if you have a problem, you will use our practice Complaints Procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.
However, this does not affect your right to approach the NHS Commissioning Board, if you are dissatisfied with the result of our investigation. You should contact the following:
NHS Commissioning Board, PO BOX 16738, Redditch B97 9PT or Telephone: 0300 311 22 33
We welcome all new and existing patients, Register Online for an initial patient consultation, Book An Appointment, or call 01234 355966 to speak to us.
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