Code of practice for patient complaints
It is our ultimate aim to resolve all issues at a query level to prevent them escalating into a complaint. Our aim is to react to complaints in the way in which we would want our complaints about a service to be handled. We learn from every mistake that we make and respond to patients concerns in a caring and sensitive way.
- The person responsible for dealing with any complaint about the service we provide is Mrs E M Hemingway. Who will also ensure effective management and operation of this complaints procedure.
- If a patient complains at reception or over the telephone, we will listen to his/her complaint and offer to refer him/her to Mrs E M Hemingway immediately. If Mrs E M Hemingway is not available at the time, the patients name and telephone number, and an appropriate to time to call back should be noted and it be referred to Mrs E M Hemingway. If the complaint is crucial it should be brought to the attention of the dentist concerned immediately.
- If the patient complains in writing it will be passed on immediately to Mrs E M Hemingway.
- If a complaint is about any aspect of clinical care or associated charges referral to the concerned dentist should be the next stage, unless the patients request this not to happen.
- We will acknowledge the patient’s complaint in writing and enclose a copy of “Code of practice” within three working days. We will seek to investigate the complaint within ten working days and give an explanation of the circumstances in which led to the complaint being made. If we are unable to investigate the complaint within ten working days, we will notify the patient.We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far as reasonably practicable, as to the progress of the investigation. Investigations will normally be completed within six months.
- When we have completed our investigation, we will provide the patient with a full written report if they wish. The report 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. Patients who do not require a written report that make an informal complaint will be advised of what is likely to happen in the discussion and an account will be written in full in the complaints record.
- If patients are not satisfied with the result of our procedure, then a complaint may be referred to:
North Yorkshire and York Primary Care Trust, Station Rd Business Park, Station rd, Thirsk, Y07 1PZ or or the Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP, telephone: 0345 015 4033 or www.ombudsman.org.uk for complaints about NHS treatment.CQC Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA, 03000616161, www.cqc.org.uk
GDC 37 Wimpole Street, London, W1M 8DQ, 08452224141