Complaints Policy
Marlborough Dental
Complaints Policy
At MARLBOROUGH DENTAL PRACTICE we want to ensure that all our patients are pleased with their experience of our service. We take complaints very seriously indeed. If a patient makes a complaint, we will deal with the matter courteously and promptly so that it is resolved as quickly as possible. Our complaints policy and procedures are based on these objectives.
We display the General Dental Council’s 6 core principles for ensuring that we get the most from patient feedback and complaints for the benefit of all OFFICE.
At MARLBOROUGH DENTAL PRACTICE, we have an effective complaints system in place to ensure that identifying, receiving, recording, handling and responding to any comments, observations, concerns or complaints occurs within a strict timetable that is clearly documented. Our Code of Practice for patients who wish to raise concerns is displayed in OFFICE / RECEPTION and all patients and visitors should feel confident that they will be listened to and responded to without fear of discrimination or recrimination. Our Complaints Policy and Procedures are OFFICE.
We aim to ensure that any complainant is treated sensitively and in a manner that respects their human rights and diversity.
We recognise that a complaint is any expression of dissatisfaction with our service, treatment or advice and that a complaint can be made by a variety of methods, including verbally, by sign language or in writing.
In situations where a patient may lack confidence to express their views, or require help to do so, they will be supported by helpful team members. All patients’ complaints are fully documented and investigated and are dealt with fairly.
At MARLBOROUGH DENTAL PRACTICE, we view complaints as an opportunity to improve our service delivery and to learn lessons that will help us make changes with the intention of avoiding a repetition of any similar complaint.
To help us learn lessons from complaints, we track and analyse all our complaints to identify trends that will help us improve our service.
Our complaints procedures are monitored and reviewed regularly and the named contact who is accountable for doing this is TONI SPEAR.
This Policy was implemented on 1/10/24.
This policy and relevant procedures will be reviewed annually and are due for review on 1/10/25 or prior to this date in accordance with new guidance or legislative changes or as a result of learnings following a complaint.
Complaints Procedures
Verbal complaints
If a patient complains on the telephone, at the reception desk or anywhere else in the practice, we will listen sympathetically to their complaint and make notes about his/her issues or problems, provided that the patient consents to us doing this.
Having first listened to the patient’s complaint, we will offer to refer him/her to TONI SPEAR immediately. If TONI SPEAR is not available at the time, the patient will be advised of when they will be able to speak to them and arrangements will be made for this to happen. If the patient has consented to their concerns or issues being written down, the team member will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable time period or if the patient does not wish to wait to discuss the matter, arrangements will be made for JOANNA LATNER to deal with it.
Our aim in handling verbal complaints is always to try to resolve the issue to the patient’s satisfaction so that it does not escalate and become a written complaint.
Written complaints
- If the patient complains in writing the letter will be passed on immediately to TONI SPEAR.
- Complaints about clinical care or associated charges will be referred to the clinician concerned, unless the patient does not want this to happen.
- If a claim has begun, or if a complaint to one of the regulatory bodies has been made or intimated, advice and assistance should be sought from the relevant registrant’s indemnity provider.
- A written response to a complaint with an accompanying copy of our Code of Practice Complaints Policy & Procedures will be sent as soon as possible, normally within two working days.
- We will investigate the complaint to enable us to give an explanation of the circumstances that led to the complaint within ten working days of receipt. 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,(30 days for NHS complaint’s) 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 immediately after completing our investigation.
- We make and keep proper and comprehensive records of any complaint received.
If patients are not satisfied with the result of our procedure, then a complaint may be made to:
The Dental Complaints Service for complaints about private treatment
Address: 37 Wimpole Street, London W1G 8DQ
Phone: 0208 253 0800
Email: info@dentalcomplaints.org.uk
Healthcare Inspectorate Wales (HIW) for complaints about private treatment
Address: Welsh Government, Rhydycar Business Park, Merthyr Tydfil. CF48 1U
Tel: – 0300 062 8163.
Email: – hiw@wales.gsi.gov.uk
The General Dental Council
Address: 37 Wimpole Street, London, W1M 8DQ
Tel: 0207 167 6000
Email: standards@gdc-uk.org
NHS Wales “Putting Things Right” for complaints about NHS treatment
- Local Health Board cavuhb.nhs.wales Cardiff & Vale University Health Board Cardigan House, University Hospital of Wales, Heath Park, Cardiff CF14 4XW
- Community Health Council in Wales
Tel; 0845 644 7814 Email: enquiries@waleschc.org.uk
Other Contacts-
Citizen’s Advice Bureau Tel: – 0844 477 2020
Public Services Ombudsman for Wales Tel:- 0845 601 0987
Email: – ask@ombudsman-wales.org.uk
Address: – 1 Ffordd yr Hen Gae, Pencoed. CF35 5LJ
The MARLBOROUGH DENTAL PRACTICE Code of Practice
for patients who wish to raise concerns
In MARLBOROUGH DENTAL PRACTICE we place great emphasis on meeting and whenever possible, exceeding our patients’ expectations. We try to ensure that all patients are pleased with their experience of our service, and we take any concerns a patient may have very seriously.
If you have a concern regarding any aspect of your care, please let us know. We will do all that we can to resolve your concern to your satisfaction promptly and professionally.
Our aim is to respond to your concerns in a caring and sensitive way.
The person responsible for dealing with any concerns about the service we provide in this practice is TONI SPEAR.
If you raise an issue, you are concerned or unhappy about on the telephone or at the reception desk, after listening to a description of the problem the person with whom you raise your concern will try to resolve the issue to your satisfaction immediately.
If the person with whom you raise your concern is unable to resolve the issue for any reason, we will contact JOANNA LATNER immediately. Should JOANNA LATNER be unavailable at the time, we will advise you when they will be available, and arrangements will be made for you to meet or speak with them.
If for any reason JOANNA LATNER is going to be unable to meet you or speak with you at a time that is convenient to you, we will arrange for another suitable member of the team to take responsibility for dealing with your concern or complaint.
The team member with whom you first raised your concern will take brief details from you and pass these to TONI SPEAR so that they can familiarise themselves with your concern prior to meeting you or speaking with you.
If you choose to write to us to express your concern rather than raising it verbally, your letter or email will be passed on to the relevant person immediately.
We will acknowledge any concerns you raise in writing within two days and we will also include a copy of this Code of Practice with our response. We will investigate your concern and report back within ten working days (thirty days for NHS complaints) of it being received. If we are unable to complete our investigations within ten working days for any reason, we will notify you, giving reasons for the delay and the likely period within which the investigation will be completed.
We will confirm the outcome of the investigation and any decisions made in writing.
We will keep proper and comprehensive records of any concerns or complaints received.
We will do all we can to resolve your issue, concern or complaint to your satisfaction. If, for any reason, you are not satisfied with the outcome or the procedure, we will advise you of other avenues open to you for raising concerns. These are:
The Dental Complaints Service for complaints about private treatment
Address: 37 Wimpole Street, London W1G 8DQ
Phone: 0208 253 0800
Email: info@dentalcomplaints.org.uk
Healthcare Inspectorate Wales (HIW) for complaints about private treatment
Address: Welsh Government, Rhydycar Business Park, Merthyr Tydfil. CF48 1U
Tel: – 0300 062 8163.
Email: – hiw@wales.gsi.gov.uk
The General Dental Council
Address: 37 Wimpole Street, London, W1M 8DQ
Tel: 0207 167 6000
Email: standards@gdc-uk.org
NHS Wales “Putting Things Right” for complaints about NHS treatment
- Local Health Board cavuhb.nhs.wales Cardiff & Vale University Health Board Cardigan House, University Hospital of Wales, Heath Park, Cardiff CF14 4XW
- Community Health Council in Wales
Tel; 0845 644 7814 Email: enquiries@waleschc.org.uk
Other Contacts-
Citizen’s Advice Bureau Tel: – 0844 477 2020
Public Services Ombudsman for Wales Tel:- 0845 601 0987
Email: – ask@ombudsman-wales.org.uk
Address: – 1 Ffordd yr Hen Gae, Pencoed. CF35 5LJ
Charsfield Complaints Policy
COMPLAINTS HANDLING POLICY
We are committed to providing high quality care for all and will ensure that our patients and their representatives can seek advice, provide feedback or make a complaint about any aspect of our service. This policy describes how we receive, manage, respond to and learn from complaints made about our service. All members of the team are expected to understand and follow this policy when dealing with a patient complaint.
The key aspects of this policy are that:
- Our patients know how to complain and are confident that we will take their complaint seriously
- We will investigate all complaints and will keep the patient informed of the findings of our investigation
- We will learn from any complaints, concerns and feedback that we receive and use these lessons to improve our service.
Information for patients
We believe that if a patient wishes to make a complaint or register a concern about any aspect of our service, they should find it easy to do so. Our code of practice for handling complaints, encourages patients to let us know when our service has not met their expectations and explains how we will investigate their complaint and keep them informed.
Copies of our code are in our policy and procedure file which is available in reception – please ask at reception for a copy.
Our approach to complaints
A complaint can be made by a patient of the practice or a person acting on their behalf if the patient is a child, has physical or mental incapacity, has consented to the person acting on their behalf, or has delegated authority to act on their behalf. A complaint can also be made by an individual who is, or is likely to be, affected by our actions, inactions, decisions or omissions.
A complaint provides us with the opportunity to identify where our practice systems have failed and what we can do to improve our service. In dealing with a complaint, we will
- Be open and transparent to ensure that all those involved understand the process and what to expect
- Acknowledge a complaint promptly
- Undertake evidence-based investigations
- Provide sympathetic responses within appropriate timeframes
- Identify the causes of complaints and act to prevent recurrence
- Learn lessons and implement change
- if the individual is a patient of the practice, ensure that their ongoing care is not adversely affected by the complaint.
Practice complaints process
Handling a complaint efficiently and sympathetically from the outset may encourage early resolution and avoid the need for a formal complaint process, involving investigation and formal reports. which is stressful and time-consuming for all concerned.
When making a complaint, an individual usually wants an apology and to know what happened and why, what will be done to put it right, what action will be taken immediately and to prevent the cause for complaint happening again.
Receiving complaints
All members of the team must be able to receive a complaint or feedback (verbal or written) and deal with it appropriately. You should bear in mind, that the individual making the complaint may not refer to their concern as a complaint.
The practice Complaints Manger, Carolyn Gowman, is responsible for dealing with all complaints received by the practice, unless immediate resolution is possible.
Verbal complaints: Listen to what the individual is saying and be polite and considerate; avoid justifying the action that led to the complaint or being dismissive of the individual’s concerns. Where possible and, depending on the nature of the complaint, you should aim to resolve the matter as soon as it is received, making a note of the complaint and how you resolved it and pass the information to the Complaints Manager, Carolyn Gowman.
If you are unable to resolve the complaint immediately, you should encourage the individual to speak with the Complaints Manager. If the Complaints Manager is not available, you should take brief details of the complaint and arrange a convenient time for the Complaints Manager to contact the individual. Your notes should be passed to the Complaints Manager and a copy given to the patient, together with a copy of the code of practice for handling patient complaints.
If the complaint requires an urgent response and the Complaints Manager is not available, you should pass the complaint to Penny Finch, Principal Dentist.
Written complaints: If you receive a written complaint (by letter or email.), you should pass it immediately to the Complaints Manager.
Acknowledgement
The Complaints Manager will acknowledge the complaint in writing within 2 working days and enclose a copy of our code of practice for handling complaints. If a delay in acknowledging the complaint is anticipated, the reason for the delay will be explained to the individual.
The acknowledgement will include
- Confirmation that the matter will be investigated and that the individual will receive a report of the findings
- An offer to meet with the individual to discuss the complaint and gather information
- A description of how the complaint will be handles and who will be involved
- Anticipated timescales for the investigation and preparation of the report
- How the individual would like to be kept informed of progress
- Local organisations that can provide help.
Investigation
The purpose of the investigation is to
- Understand what the complaint is about
- Establish what the individual would consider to be a satisfactory resolution
- Seek the views of other team members and seek suggestions on how to resolve the matter
- Identify other useful sources of information – for example, published research, suppliers
We aim for the investigation to be completed and for the individual to receive the report within 4 weeks. Where we anticipate a delay, we will explain this to the individual and provide an update on progress at least every 10 working days.
Response
Before providing a written response, we will invite the individual to a meeting to discuss the findings of our investigation.
Our written response to the individual will
- Address all the issues raised and demonstrate that each has been fully and fairly investigated
- Include an apology where something has gone wrong
- Explain our conclusions and any action that we have taken as a result or explain why no further action is needed
- Include details of how to contact the Dental Complaints Service if the individual remains dissatisfied
Records
The Complaints Manager keeps full records of all complaints, investigations and responses. These records are kept securely and not with the individual’s clinical records (if they are a patient of the practice). These records include:
- The date a complaint was received, by who and how (verbally or in writing)
- Details of the complaint and the results of the investigation
- Copies of any communications and records of telephone conversations and meetings
- The outcome of the complaint and any action that we took as a result
- Correspondence between the patient and the practice.
Learning from complaints
We adopt a no-blame approach to complaints that we receive but recognise that all feedback provides an opportunity for us to develop and improve our service.
As soon as possible after a complaint has been dealt with, we will ensure that those involved are given individual feedback. Where our investigations identify a need to improve or review our practice systems, we will encourage general discussion at practice meetings and seek suggestions for improvement. Any agreed changes will be kept under review.
We will undertake ongoing monitoring of all complaints to identify trends and assess training requirements.
Rhos Complaints Policy
Complaints Policy
At Rhos Cottage Dental Surgery we want to ensure that all our patients are pleased with their experience of our service. We take complaints very seriously indeed. If a patient makes a complaint, we will deal with the matter courteously and promptly so that it is resolved as quickly as possible. Our complaints policy and procedures are based on these objectives.
We display the General Dental Council’s 6 core principles for ensuring that we get the most from patient feedback and complaints for the benefit of all in the reception area and waiting room.
At Rhos Cottage Dental Surgery, we have an effective complaints system in place to ensure that identifying, receiving, recording, handling and responding to any comments, observations, concerns or complaints occurs within a strict timetable that is clearly documented. Our Code of Practice for patients who wish to raise concerns is displayed in the reception area and waiting room and all patients and visitors should feel confident that they will be listened to and responded to without fear of discrimination or recrimination. Our Complaints Policy and Procedures are on display in reception area and waiting room.
We aim to ensure that any complainant is treated sensitively and in a manner that respects their human rights and diversity.
We recognise that a complaint is any expression of dissatisfaction with our service, treatment or advice and that a complaint can be made by a variety of methods, including verbally, by sign language or in writing.
In situations where a patient may lack confidence to express their views, or require help to do so, they will be supported by helpful team members. All patients’ complaints are fully documented and investigated and are dealt with fairly.
At Rhos Cottage Dental Surgery, we view complaints as an opportunity to improve our service delivery and to learn lessons that will help us make changes with the intention of avoiding a repetition of any similar complaint.
To help us learn lessons from complaints, we track and analyse all our complaints to identify trends that will help us improve our service.
Our complaints procedures are monitored and reviewed regularly and the named contact who is accountable for doing this is Marie Springer.
This Policy was implemented on 08/10/2024.
This policy and relevant procedures will be reviewed annually and are due for review on 08/10/2025 or prior to this date in accordance with new guidance or legislative changes or as a result of learnings following a complaint.
Complaints Procedures
Verbal complaints
If a patient complains on the telephone, at the reception desk or anywhere else in the practice, we will listen sympathetically to their complaint and make notes about his/her issues or problems, provided that the patient consents to us doing this.
Having first listened to the patient’s complaint, we will offer to refer him/her to Marie Springer immediately. If Marie Springer is not available at the time, the patient will be advised of when they will be able to speak to them and arrangements will be made for this to happen. If the patient has consented to their concerns or issues being written down, the team member will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable time period or if the patient does not wish to wait to discuss the matter, arrangements will be made for Carolyn Gowman at Charsfield Dental Practice Cardigan 01239 612185 to deal with it.
Our aim in handling verbal complaints is always to try to resolve the issue to the patient’s satisfaction so that it does not escalate and become a written complaint.
Written complaints
- If the patient complains in writing the letter will be passed on immediately to Marie Springer.
- Complaints about clinical care or associated charges will be referred to the clinician concerned, unless the patient does not want this to happen.
- If a claim has begun, or if a complaint to one of the regulatory bodies has been made or intimated, advice and assistance should be sought from the relevant registrant’s indemnity provider.
- A written response to a complaint with an accompanying copy of our Code of Practice Complaints Policy & Procedures will be sent as soon as possible, normally within two working days.
- We will investigate the complaint to enable us to explain the circumstances that led to the complaint within ten working days of receipt. 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 (30 days for NHS complaint’s) 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 immediately after completing our investigation.
- We make and keep proper and comprehensive records of any complaint received.
If patients are not satisfied with the result of our procedure, then a complaint may be made to:
The Dental Complaints Service for complaints about private treatment
Address: 37 Wimpole Street, London W1G 8DQ
Phone: 0208 253 0800
Email: info@dentalcomplaints.org.uk
Healthcare Inspectorate Wales (HIW) for complaints about private treatment
Address: Welsh Government, Rhydycar Business Park, Merthyr Tydfil. CF48 1U
Tel: – 0300 062 8163.
Email: – hiw@wales.gsi.gov.uk
The General Dental Council
Address: 37 Wimpole Street, London, W1M 8DQ
Tel: 0207 167 6000
Email: standards@gdc-uk.org
NHS Wales “Putting Things Right” for complaints about NHS treatment
- Local Health Board Hywel Dda Health Board, Dental Services Department, Glangwilli Hospital Carmarthen, SA31 2AF
- Community Health Council in Wales
Tel; 0845 644 7814 Email: enquiries@waleschc.org.uk
Other Contacts-
Citizen’s Advice Bureau Tel: – 0844 477 2020
Public Services Ombudsman for Wales Tel:- 0845 601 0987
Email: – ask@ombudsman-wales.org.uk
Address: – 1 Ffordd yr Hen Gae, Pencoed. CF35 5LJ
The Rhos Cottage Dental Surgery Code of Practice for patients who wish to raise concerns
In Rhos Cottage Dental Surgery we place great emphasis on meeting and whenever possible, exceeding our patients’ expectations. We try to ensure that all patients are pleased with their experience of our service, and we take any concerns a patient may have very seriously.
If you have a concern regarding any aspect of your care, please let us know. We will do all that we can to resolve your concern to your satisfaction promptly and professionally.
Our aim is to respond to your concerns in a caring and sensitive way.
The person responsible for dealing with any concerns about the service we provide in this practice is Marie Springer.
If you raise an issue, you are concerned or unhappy about on the telephone or at the reception desk, after listening to a description of the problem the person with whom you raise your concern will try to resolve the issue to your satisfaction immediately.
If the person with whom you raise your concern is unable to resolve the issue for any reason, we will contact Carolyn Gowman at Charsfield Dental Practice Cardigan 01239 612185 immediately. Should Carolyn Gowman at Charsfield Dental Practice Cardigan 01239 612185 be unavailable at the time, we will advise you when they will be available, and arrangements will be made for you to meet or speak with them.
If for any reason Carolyn Gowman at Charsfield Dental Practice Cardigan 01239 612185 is going to be unable to meet you or speak with you at a time that is convenient to you, we will arrange for another suitable member of the team to take responsibility for dealing with your concern or complaint.
The team member with whom you first raised your concern will take brief details from you and pass these to Marie Springer so that they can familiarise themselves with your concern prior to meeting you or speaking with you.
If you choose to write to us to express your concern rather than raising it verbally, your letter or email will be passed on to the relevant person immediately.
We will acknowledge any concerns you raise in writing within two days, and we will also include a copy of this Code of Practice with our response. We will investigate your concern and report back within ten working days (thirty days for NHS complaints) of it being received. If we are unable to complete our investigations within ten working days for any reason, we will notify you, giving reasons for the delay and the likely period within which the investigation will be completed.
We will confirm the outcome of the investigation and any decisions made in writing.
We will keep proper and comprehensive records of any concerns or complaints received.
We will do all we can to resolve your issue, concern or complaint to your satisfaction. If, for any reason, you are not satisfied with the outcome or the procedure, we will advise you of other avenues open to you for raising concerns. These are:
The Dental Complaints Service for complaints about private treatment
Address: 37 Wimpole Street, London W1G 8DQ
Phone: 0208 253 0800
Email: info@dentalcomplaints.org.uk
Healthcare Inspectorate Wales (HIW) for complaints about private treatment
Address: Welsh Government, Rhydycar Business Park, Merthyr Tydfil. CF48 1U
Tel: – 0300 062 8163.
Email: – hiw@wales.gsi.gov.uk
The General Dental Council
Address: 37 Wimpole Street, London, W1M 8DQ
Tel: 0207 167 6000
Email: standards@gdc-uk.org
NHS Wales “Putting Things Right” for complaints about NHS treatment
- Local Health Board Hywel Dda Health Board, Dental Services Department, Glangwilli Hospital , Carmarthen, SA31 2AF
- Community Health Council in Wales
Tel; 0845 644 7814 Email: enquiries@waleschc.org.uk
Other Contacts-
Citizen’s Advice Bureau Tel: – 0844 477 2020
Public Services Ombudsman for Wales Tel:- 0845 601 0987
Email: – ask@ombudsman-wales.org.uk
Address: – 1 Ffordd yr Hen Gae, Pencoed. CF35 5LJ
Document Change Record For Complaints Policy
The table below is used to register all changes to the policy:
Published Date | Document Version Number | Pages affected | Description of revision | Author |
18/01/19 | 6.1 | 1 | To include reference to General Dental Council’s 6 core principles | PL |
25/2/2022 | 6.3 | 4 & 6 | Addition of Dental Complaints Service’s details for complaints involving private dental treatment | IL |
