It is the aim of this practice to ‘Have a Clear and Effective Complaints Procedure’ by meeting the GDC ‘Standards for the Dental Team’ and deliver good practice in complaint handling.
The practice has appointed a Complaints Manager, Ria Poole 0121 354 1922, reception@suttonsmiles.com and our complaints procedure is on display in our waiting room.
We have published our complaints procedure on our website in line with GDC advertising standards.
Feedback and complaints handling framework
This practice has developed a framework for managing complaints and feedback based on these principles:
- All patient feedback is important to us
- We want to make it easy for patients to raise a concern or complain, if you need to
- We follow a complaints procedure and keep patients informed
- We will try to answer all patient questions and any concerns you raise
- We want patients to have a positive experience of making a complaint
- Patient feedback helps us to improve our service
Recognising complaints
Our team are aware that complaints are any expression of dissatisfaction by a patient (or their representative) about a dental service or treatment. Complaints can be verbal or written and can be about any part of the service we provide. All complaints must be logged internally, even if the complaint was verbal and resolved within 24 hours.
Recording complaints
All complaints are recorded on a complaints form and logged in our Complaints Tracking Log. These documents can be found on SharePoint > Company > Complaints & Events. All correspondence or investigation records are stored with the Record and Register. Complaint Records are treated as confidential at all times and kept separate from clinical records. Only authorised persons have access to the Complaints Records.
Handling complaints
The practice team is trained to resolve all complaints promptly, efficiently and politely by following our Patient Complaints Procedure. The team responds to complaints in the time limits set by the Patient Complaints Procedure and always provides constructive responses to complaints. The practice never discriminates against a patient who has made a complaint.
Team members cannot react defensively to a complaint but must listen carefully to a patient who makes one whilst involving them fully in the process of managing it. The team members will, to the best of their abilities, endeavour to meet any outcomes the patient expects and offer sincere apologies when appropriate.
If a patient is not satisfied despite our best efforts to resolve the complaint, they will be informed about other avenues that are open to them such as the GDC Dental Complaints Service or the Ombudsman.
The team are regularly trained in complaint handling and are involved in the regular review of complaints, complaints procedures and management so that services, policies and procedures can be continually improved.
Response timescales
All complaints will be acknowledged and responded to by the practice within the timescales detailed in the Patient Complaints Procedure.
We keep patients informed of the status of the complaint during the investigation stage and always aim to resolve the complaint within the timeframe specified in our policies and procedures or as agreed with the complainant.
Online reviews
The practice appoints a team member to regularly check for online reviews. All feedback, both positive and negative are acknowledged and we follow the recommendations for dealing with poor reviews outlined in the Complaints, Problems and Events Overview.
Related documents
This policy should be read with the Patient Complaints Procedure and the Complaints, Problems and Events Overview.
General Dental Council: 37 Wimpole Street, London W1G 8DQ, Email: www.gdc-uk.org, Telephone: 0845 222 4141 or 020 7887 3800
Financial Ombudsman: https://www.financial-ombudsman.org.uk/, complaint.info@financial-ombudsman.org.uk, Call the helpline on 0800 023 4567. If you are dissatisfied with our response and your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter. Further information and contact details can be found on www.financial-ombudsman.org.uk.
