01622 890574 ohdp.reception@btconnect.com

Complaints Procedure

Code of Practice for Handling Complaints

In this practice we take complaints very seriously indeed and try to ensure that all 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.

Complaints Made To The Practice

  • The person responsible for dealing with any complaints about the service is Neil Ashley, with Colette O'Sullivan, practice owner.
  • If a patient complains on the telephone or at the reception desk, we will listen to His or Her complaint and offer to refer him or her to Neil Ashley. 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 deal with it.
  • If the patient complains in writing the letter will be passed on immediately to Neil Ashley.
  • If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.
  • We will acknowledge the patient’s complaint and a copy of this Code of Practice within three working days. You will be invited to discuss your concerns; we will seek to investigate the complaint within the agreed response period of the complaint being received to give an explanation of the circumstances which led to the complaint. If we are unable to investigate the complaint within this agreed time period we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  • We will confirm the decision about the complaint in writing immediately after completing our investigation. This will be within 14 days of the compliant received
  • Proper and comprehensive records are kept of any complaint received.
  • The Dental Practice welcomes all complaints; any patient that makes a complaint will not be adversely treated due to having complained. If you do not wish to complain directly to the Practice you can address your Complaint directly to:

Complaining to the NHS England

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. This does not affect your right to approach the NHS England if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation

Should you wish to make a direct complaint to NHS England please contact:

NHS England Customer Support Centre
PO Box 16738,
Redditch.
B97 9PT,
Telephone: 03003112233 (Monday to Friday 8am to 6pm, excluding English Bank Holidays) 
Email: england.contactus@nhs.net

Parliamentary & Health Service Ombudsman
Millbank Tower
Millbank,
London
SW1P 4QP
Telephone: 0345 015 4033
Website: www.ombudsman.org.uk

Dental Complaints Service
Stephenson House
2 Cherry Orchard Road
Croydon
CR0 6BA
Telephone: 020 8253 0800
(Monday – Friday 9am – 5pm)

General Dental Council
37 Wimpole Street
London
W1G 8DQ
Telephone: 0845 222 4141 or 020 7887 3800
Website: www.gdc-uk.org


Complaints Policy

If you have a complaint or concern about the service you have received from the dentist or any of the staff working at this practice, please let us know. We operate a practice complaints procedure for dealing with complaints. Our complaints system meets national criteria.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out this way and you wish to make a complaint, we will respond to your complaint within three working days, enabling us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

  • Within 12 months of the incident that caused the problem

Complaints should be addressed to Neil Ashley – Complaints Manager, or Mary Colette O’Sullivan – Practice owner.  You may ask for an appointment in order to discuss your concerns. They will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

What shall we do:

We shall acknowledge your complaint within 3 working days and aim to look into your complaint within 14 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to:

  • Find out what happened and what went wrong;
  • Make it possible for you to discuss the problem with those concerned, if you would like this;
  • Make sure you receive an apology where this is appropriate;
  • 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 clinical 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 (because of physical and mental illness) of providing this.

Complaining to the NHS England

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. This does not affect your right to approach the NHS England if you feel you cannot raise your complaint with us, or you are dissatisfied with the result of our investigation

Should you wish to make a direct complaint to NHS England please contact:

NHS England Customer Support Centre
PO Box 16738,
Redditch.
B97 9PT,
Telephone: 03003112233 (Monday to Friday 8am to 6pm, excluding English Bank Holidays) 
Email: england.contactus@nhs.net

Parliamentary & Health Service Ombudsman
Millbank Tower
Millbank,
London
SW1P 4QP
Telephone: 0345 015 4033
Website: www.ombudsman.org.uk

Dental Complaints Service
Stephenson House
2 Cherry Orchard Road
Croydon
CR0 6BA
Telephone: 020 8253 0800
(Monday – Friday 9am – 5pm)

General Dental Council
37 Wimpole Street
London
W1G 8DQ
Telephone: 0845 222 4141 or 020 7887 3800
Website: www.gdc-uk.org

Copyright 2019 Orchard House Dental Practice - last updated December 2019