Complaints Procedure

DENPOINT CODE OF  PRACTICE 
In this practice we take complaints  very seriously indeed and try to ensure that all our 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. Our aim is to react to complaints  in the way in which we would want our    complaint about a service to be  handled. We learn from every mistake that we make and we respond to customers’  concerns in a caring and sensitive way.

  1. The person  responsible for dealing with any complaint about the service which we provide  is Mrs Jackie Chattle, the practice  Complaints Manager. She will work under guidance of Michael Duffy who is determined as the person responsible  consideration of the complaint
  2. If a  patient complains on the telephone or at the reception desk, we will listen to  their complaint and offer to refer him or her to the Complaints Manager  immediately. If the Complaints Manager is not available at the time, then the  patient will be told when they will be able to talk to the Complaints Manager  and arrangements will be made for this to happen. The member of staff will offer  you the chance to make a written record of your complaint and provide the patient  with a copy as well as passing it on to the Complaints Manager. It may be that  the staff member may record details of the complaint even if the patient does  not wish to write it down. 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.
  3. If the  patient complains in writing or by e-mail it will be passed on immediately to  the Complaints Manager.
  4. If a  complaint is about any aspect of clinical care or associated charges it will  normally be referred to the dentist concerned, unless the patient does not want  this to happen.
  5. We will  acknowledge the patient’s complaint in writing and enclose a copy of this code  of practice as soon as possible, normally within 3 working days. We will offer  to discuss the complaint at a time agreed with the patient, asking how the  patient would  like to be kept informed  of  developments, for example, by  telephone, face to face meetings, letters or e-mail. We will inform the patient  about how the complaint will be handled and the likely time that the  investigation will take to be completed. If the patient does not wish to  discuss the complaint, we will still inform them of the expected timescale for  completing the process.
  6. We will  seek to investigate the complaint speedily and efficiently and we will keep the  patient regularly informed, as far a reasonably practicable, as to the progress  of the investigation. Investigations will normally be completed within six  months.
  7. When we  have completed our investigation, we will provide the patient with a full  written report. The report will include an explanation of how the compliant 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.
  8. Proper and  comprehensive records are kept of any complaint received as well as any actions  taken to improve services as a consequence of a complaint
  9. If  patients are not satisfied with the result of our procedure then a complaint may  be referred to:

Where the Subject of the complaint related to  NHS treatment

  • East Lancashire Primary Care Trust,
  • Walshaw House, Regent  Street, Nelson, Lancashire BB9 8AS telephone 01282 644700 or;
  • The Parliamentary and Health Service Ombudsman,  Millbank Tower, Millbank London SW1P 4QP, telephone: 0345 015 4033 or www.ombudsman.org.uk

Where the Subject of the complaint related to PRIVATE  treatment

  • The General Dental Council, 37  Wimpole Street, London, W1M 8DQ the dentists’ registration body
  • The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER, 08456  120 540 or  www.dentalcomplaints.org.uk

For Appointments:

Tel: 01706 835 800

E-mail: info@denpoint.com

 

Our Address:

Denpoint Dental Care
9-11 Bacup Road
Rawtenstall
Rossendale
BB4 7NG

 

You can also use our contact form.

 

Opening hours:

Monday       : 8.00am - 5.30pm

Tuesday      : 8.00am - 7.00pm

Wednesday : 9.00am - 5.30pm

Thursday     : 8.00am - 5.30pm

Friday          : 8.00am - 5.30pm

Closed Bank Holidays 

 

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