TSa Dental Care – Policy and Procedure for Handling 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. We investigate them in a full and fair way and take great care to protect your confidentiality. 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.
The person responsible for dealing with any complaint about the service which we provide is Natalie Lamb-Orridge (manager) or Tarminder Singh (practice owner).
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 Natalie or Louise. We request that we would like their complaint in writing. If a manager is not available at the time, then the patient will be told when they will be able to talk to her. The member of staff will take brief details about the complaint and pass them on to Natalie.
If a patient complains in writing the letter will be passed immediately to Natalie.
If a patient 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 in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days. We will seek to investigate the complaint within ten 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 ten working days 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.
Comprehensive records will be kept of any complaint received.
Patients are encouraged to contact the practice in the first instance to enable us to deal with the complaint. All patients, carers and relatives will not be treated adversely as a result of having made a complaint.
If you feel too uncomfortable to complain to us directly then you can make a complaint to the commissioner of the services instead. NHS services are commissioned, planned, and paid for by either NHS England or Clinical Commissioning Groups (CCGs).
NHS complaints
NHS England
PO BOX 16738
Redditch
B97 9PT
0300 311 2233
Email: [email protected]
If you are still unhappy about your NHS complaint, you can contact:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0345 015 4033
You can also visit www.ombudsman.org.uk
Private patients:
GDC private dental complaints (General dental council)
37 Wimpole Street
London
W1M 8DQ
Tel: 08456 120 540
You can contact the Care Quality Commission by calling:
03000 616161
This policy will be reviewed annually and updated when necessary.
Policy reviewed: March 2026
Next review due: March 2027