Complaints Procedure

At Chew Magna Dental Practice Ltd 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 try to learn from mistakes 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 Jonathan McVeigh.
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 Jonathan McVeigh immediately. If Jonathan McVeigh is not available at the time, then the patient will be told when they will be able to talk to Jonathan McVeigh and arrangements will be made for this to happen. The patient will be informed that for the practice to treat the complaint formally and as part of this procedure, the complaint should be made in writing and addressed to Jonathan McVeigh, a copy of this procedure will also be given to the patient.
3. If the patient complains in writing the letter will be passed on immediately to Jonathan McVeigh.
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 in writing and enclose a copy of this code of practice as soon as possible, normally within three working days. We will seek to investigate the complaint as soon as practical to gain an understanding and 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 a reasonable time period we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
6. We will confirm the decision about the complaint in writing immediately after completing our investigation.
7. Proper and comprehensive records are kept of any complaint received.
8. Any complaint is confidential and will be stored securely and only be accessible by those who need to know about the complaint.
9. If patients are not satisfied with the result of our procedure then a complaint may be made to:

• The Dental Complaints Service 020 8253 0800 or by visiting http://www.dentalcomplaints.org.uk/ for complaints about private dental treatment.
• The General Dental Council, at http://www.gdc-uk.org/ or by calling 020 7167 6000.
• The Care Quality Commission by calling 03000 616161.
• NHS England – england.contactus@nhs.net, Tel: 0300 311 2233 for complaints about NHS treatment.

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP (tel: 0345 015 4033 or www.ombudsman.org.uk for complaints about NHS treatment).