Policy For Handling Patients Complaints

In this practice we take complaints very seriously indeed and try to ensure that all 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 learn from every mistake that we make and we respond to patients’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service we provide is Mr Peter Equizi.
  2. If a patient complains on the telephone or at the reception desk, we will listen to his/her complaint and then if necessary it will be referred to Mrs J Edwards (Practice Manager) immediately.

It must be ascertained at this stage if the patient is lodging a general complaint about an issue and requires a simple explanation or is wishing to make a formal complaint which will require an investigation and written response from the designated complaints officer, Mr Peter Equizi.

If Mrs J Edwards (Practice Manager) is not available at the time, then a member of staff will take brief details of the complaint and refer it to Mrs J Edwards as soon as possible.

  1. If the patient wants to make a formal complaint about any matter this must be made in writing the letter will be passed on immediately to Mr Peter Equizi.
  2. If a formal complaint is about any aspect of clinical care or associated charges it will normally be passed to the complaints officer who will notify the dentist of the written complaint. In the case of the complaint involving Mr Peter Equizi, he will not investigate the complaint but pass it on to his business partner Mr C Farrington.
  3. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within five working days. We will seek to investigate the complaint to give an explanation of the circumstances which led to the complaint. If we are unable to investigate the complaint therefore causing a delay we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  4. We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.
  5. Proper and comprehensive reports are kept of any complaint received.
  6. If patients are not satisfied with the result of our procedure then a complaint may be made to:

NHS England
PO Box 16738
Redditch
B97 9PT

Tel: 0300 311 2233

Email: England.contactus@nhs.net

Subject Line to include “For the attention of the complaints team”