Complaints Policy in the practice

Bramley Dental 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 complaints policy 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.

Introduction
In this practice 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.

Procedure
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 people responsible for dealing with any complaint about the service we provide are Melissa Owen and Mattia Thompson our Practice Managers.

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 Practice Manager immediately. If neither of them are available at the time, then the patient will be told when they will be able to speak with them and offer to arrange for the patient to see a dentist if they would like to discuss the complaint sooner. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it. (Dr Hindmarsh)

3. If the patient complains in writing the letter will be passed on immediately to the Practice Managers or to the Practice Owners.

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 as soon as possible, normally within three working days. We will seek to investigate the complaint within a reasonable timescale which will be set dependent on the complaint. The complainer will be notified throughout. 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.

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

  • NHS England, Complaint Team, Oak House, Moorhead Way, Bramley, Rotherham, S66 1YY. Tel (0113 8253358) or email England.complaints.syb@nhs.net
  • The Dental Complaints Service (08456 120 540) for complaints about private treatment.
  • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the dentists’ registration body) 020 7167 6000
  • Care Quality Commission Finsbury Tower 103-105 Bunhill Row London EC1Y 8TG Telephone: 03000 616161 Fax: 03000 616171

All Dentists and Dental Care Professionals at Bramley Dental Practice are registered with The General Dental Council, 37 Wimpole Street, London, W1M 8DQ Copies of this policy are available at the reception desk last updated 17/05/2021 by Mattia Thompson and Melissa Owen.

Form more information and or enquiries on our complaints policy, please contact Bramley Dental directly by Telephone on 01709 700780 or 01709 792020