Code of Practice for Patient Complaints

In this practice we take complaints very seriously indeed and try to ensure that all our patients are satisfied with their experience of our service.  All complaints are dealt with promptly and with respect to resolve the matter as quickly positively as possible.  Our complaints procedure is based on these objectives.

We welcome complaints in order to improve the quality of our service and we respond to customers’ concerns in a caring and sensitive way. All patients who raise a complaint would still be welcome at the practice following the conclusion of the complaint.

  1. The person responsible for managing any complaint about our service is Michael Clarke, the co-owner of the practice.
  2. Should a patient complain by telephone or in person, we will listen to their complaint and offer to refer him or her to the complaints manager immediately. If the complaints manager is unavailable, then the patient will be informed when they will be able to talk to the complaints manager and arrangements will be made for this to take place. The member of staff will take brief details of the complaint and pass them on to the complaints Manager. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, alternative arrangements will be offered to avoid further delay.
  3. Should a patient make a written or email complaint, it will be passed on immediately to Michael Clarke, the co-owner of the practice to deal with the complaint.
  4. Should a complaint concern any aspect of clinical care or associated charges, in addition to the complaints manager it will normally be shared with the dentist concerned, unless the patient does not want this to happen.
  5. We will acknowledge the patient’s complaint within three working days.
  6. We will thoroughly investigate the circumstances that led to the complaint, and will communicate with the patient should further clarification be needed to assist in the resolution of the complaint.
  7. The patient will be informed of the outcome of our investigations into the complaint, once complete.
  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 a patient is not satisfied with the outcome of our complaint procedure then the patient has a right to take their complaint further to:
    • The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 (For NHS patients)
    • The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540 For private patients)

Date:  June 2018
Review Date: May 2021

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    West London Dental Centres
    31 Burlington Road
    W4 4BH