CODE OF PRACTICE FOR PATIENT COMPLAINTS

In this practice we take complaints very seriously indeed and try to ensure that all our patients are pleased with the services we provide. 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 respond 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.

1. The responsible persons for dealing with any complaint about the service which we provide is our general Manager Deborah Macleod or Dr Osama Mochli.

2. 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.

3. 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 Deborah Macleod. If Deborah is not available at the time, then the patient will be informed that we will pass on their details and ask Deborah to contact them to discuss their complaint. Deborah will then arrange a time with the dentist for a meeting to take place to discuss their concerns if this is required.

4. If the patient complains in writing the letter will be passed on immediately to Deborah Macleod.

5. We will acknowledge the patient's complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days. We will seek to investigate the complaint within ten working days of receipt 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 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. 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:

   • The Dental Complaints Service (08456 120 540) for complaints about private treatment

   • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ, Scottish Public Service Ombudsman, 4 Melville Street, Edinburgh EH3 7NS