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Our practice aims to provide dental care of a consistent high quality for all our patients. We have management systems in place which define each practice member’s responsibility when looking after you.
In proposing treatment, we will take account of your individual wishes, explain options and provide you with estimates so that you can make an informed choice.
Infection control is essential to patient safety and each practice member receives regular training in the practice systems for contamination control.
We will also do what we can to look after your general health by updating your confidential medical history.
We routinely screen all our patients for oral cancer and keep a check of individual tobacco and alcohol consumption as these can increase the risk.
All our practice members have regular meetings in order to assess and take forward the quality of service that we offer.
Our practice complies with the British Dental Association’s guidance on clinical governance, which currently includes continuous professional education, training and appraisal of all staff and audits of our clinical procedures.
We try to make sure that we provide individual and personal care and that this care is appropriate to individual needs.
In the unlikely event that you are not satisfied with the way in which we handle your dental care we run a confidential complaints procedure in order to quickly and efficiently resolve any problems that have arisen.
If you have a complaint please ask for the practice manager
We hope that you will be completely satisfied with the service we offer but feel free to offer suggestions which you feel could improve it.
Code of Practice for Patient Complaints
We want all our patients to be pleased with the service they receive, so we take complaints seriously. If a patient makes a complaint, we will deal with it promptly and courteously. Our aim is to resolve the matter as quickly as possible following the agreed procedure and, wherever possible, to the satisfaction of the patient.
A complaint may indicate a failing on our part, which we can learn from and make improvements to our service. We will adopt a ‘no blame’ approach when investigating a complaint and especially where individuals are identified, with the aim of reach a satisfactory conclusion. We will, at all times, be polite and respectful to our patients.
1. The person responsible for dealing with any complaint about the service which we provide is Rachel Flesher.
2. If a patient makes a complaint in person or by telephone, the member of staff receiving the complaint makes an initial record of their concerns and checks this for accuracy with the patient. The patient is given a copy of the record and the original is passed to Rachel Flesher. If Rachel is available, the patient is asked whether they would like to see/speak to her immediately. Otherwise the patient is advised when Rachel will make contact to arrange a meeting in person or by telephone. If we cannot arrange this within a reasonable period of time or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
3. If the patient complains in writing or by e-mail, the complaint will be passed immediately to Rachel Flesher.
4. If the complaint is about any aspect of clinical care or associated charges for treatment it will be referred to the dentist concerned, unless the patient requests otherwise.
5. All complaints are acknowledged in writing as soon as possible but within three working days. A copy of this code of practice will be sent with the acknowledgement. If the patient has not yet discussed the matter with the complaints manager, they will be offered the opportunity to do so and also be asked how they would like to be kept informed of developments – by letter, e-mail, telephone or face-to-face meetings. The patient will also be advised of the process we will follow in resolving the complaint and the anticipated timescale.
6. We will investigate the complaint speedily and efficiently and, as far a reasonably practicable, will keep the patient informed of our progress. Investigations will normally be completed within 10 working days however, if this is not possible we will notify the patient, giving reasons for the delay and a likely period with in which the investigation will be completed.
7. On completion of our investigation, we will provide the patient with a full written report, which will include;
• An explanation of how the compliant has been considered.
• The conclusions reached in respect of each specific part of the complaint.
• Details of any necessary remedial action.
• Whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.
8. Proper and comprehensive records will kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
9. If a patient is not satisfied with the result, then the complaint may be referred to:
• ICAS Independent complaints advocacy service seap.org.uk
• Parliamentary and Health Service Ombudsman 0345 015 4033
• The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER, 08456 120 540 or www.dentalcomplaints.org.uk for complaints about private treatment. (Private patients)
• The General Dental Council, 37 Wimpole Street, London, W1M 8DQ the dentists’ registration body.
• The Healthcare Commission, Finsbury Tower, 103-105 Bunhill Row, London, EC1Y 8TG, Tel 02074 489200, Fax 02074 489222 or www.healthcarecommission.org.uk