Information
Code of Practice for Handling Complaints
Complaints made to the practice
- The person responsible for addressing any complaints about the service is Jane Bartlett.
- If a patient complains by telephone or at the reception desk, we will listen to their concerns and offer to refer them to Jane Bartlett. The member of staff handling the complaint will take brief details and pass them on. If we are unable to arrange this within a reasonable timeframe, or if the patient prefers not to wait, alternative arrangements will be made for a qualified team member to address the matter.
- If the patient complains in writing the letter will be passed on immediately to the Clinical Director.
- 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 including 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 explain 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 10 days of the compliant received.
- Proper and comprehensive records are kept of any complaint received.
- Space Dental Ltd 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 the relevant body.
- Should a patient make a complaint or claim, we may need to provide information about the patient, and treatment they have received, to insurers, indemnifiers or legal advisers.
Complaining to Dental Complaints Service
We hope that, if you have a problem, you will make use of our practice complaints procedure. We believe this will provide 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 complain to an independent body, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.
For further advice, you should contact:
Dental Complaints Service
37 Wimpole Street
London
W1G 8DQ
Telephone: 020 8253 0800
(Monday – Friday 9am – 5pm)
Or
General Dental Council
37 Wimpole Street
London W1G 8DQ
Email: www.gdc-uk.org
Telephone: 0845 222 4141 or 020 7887 3800
Approved By: Charlotte Mcdermott, Jane Bartlett, Jade Cousins Date Published: 01/11/2023
