CODE OF PRACTICE FOR PATIENT COMPLAINTS

In this practice we take complaints very seriously 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.

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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 that we provide is Carin van Rooyen, our Practice Manager.

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 Manager immediately. If the Manager is not available at the time, then the patient will be provided with the following email address: manager@woodbournedental.co.uk. If applicable the member of staff will take brief details of the complaint and pass them on.

3. If the patient complains in writing the letter will be passed on immediately to the Manager.

4. 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.

5. We will acknowledge the patient’s complaint verbally or in writing within 2 working days. A copy of this code of practice will be available, should this be needed.

6. We will seek to investigate the complaint within 20 working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within 20 working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

7. We will confirm the decision about the complaint in writing immediately after completing our investigation.

8. Proper and comprehensive records are kept of any complaint received.

9. If patients are not satisfied with the result of our procedure then a complaint may be made to:

   • Crookall House: Demesne Road, Douglas (Telephone 642 612) and if not happy

   • Independent Review Body or OIM Health Care Association or Age Concern.