We want all of our patients to be pleased with the service they receive, so we take complaints very seriously. If a patient makes a complaint we will deal with it promptly and courteously. Our aim is to resolve the matter as quickly as possible following the agreed procedure and where possible, to the satisfaction of the patient.
A complaint may indicate a failing on our part which we can learn from and make improvements to our service. We will adopt a ‘no blame’ approach when investigating a complaint – and especially where individuals are identified – with the aim of reaching a satisfactory conclusion. We will at all times, be polite and respectful to our patients.
The Practice Manager is responsible for dealing with all complaints about the service we provide.
If a patient makes a complaint in person or by telephone, the member of staff receiving the complaint makes an initial record of their concerns and checks this for accuracy with the patient. The patient is given a copy of the record and the original is passed to the complaints manager.
If a patient complains in writing or via e-mail, the complaint will be passed immediately to the complaints manager.
Complaints about clinical care or the amount charged for treatment will be referred to the orthodontist concerned, unless the patient requests otherwise.
All complaints are acknowledged in writing as soon as possible, but within three working days. A copy of this code of practice will be sent with the acknowledgement. If the patient has not yet discussed the matter with the complaints manager, they will be offered the opportunity to do so and will also be asked how they would like to be kept informed of any developments – by letter, email, telephone or face to face meetings. The patient will also be advised of the process we will follow in resolving the complaint and the anticipated timescale.
We will investigate the complaint speedily and efficiently and as far as reasonably practical, we will keep the patient informed of our progress. Investigations will normally be completed within ten working days.
On completion of our investigation, we will provide the patient with a full written report which will include: The conclusion reached in respect of each specific part of the complaint and details of any necessary remedial action.
Proper and comprehensive records will be kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.