COMPLAINTS POLICY
At Sherwood Dental Practice we take complaints very seriously 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.
The person responsible for dealing with any complaint about the service we provide is: Dr S Pienaar
If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint and offer to refer him or her to the Practice Manager or Dr Pienaar immediately.
If the patient complains in writing the letter will be passed on immediately to: Dr Pienaar
We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within two working days. We will seek to investigate the complaint within ten working days of the complaint being received 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 him or her 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 to the patient immediately after completing our investigation.
Proper and comprehensive reports are kept of any complaint received.
If patients are not satisfied with the result of our procedure then a complaint may be made to: PCT, CQC,
or
The General Dental Council, 37 Wimpole Street, London, W1M 8DQ