Our 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 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 procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want to complain 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 person responsible for dealing with any complaint about the service we provide is: Mr. Brian Hong.
  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 Mr. Hong immediately. If Mr.Hong is not available at the time, then the patient will be told when they will be able to talk to Mr. Hong and arrangements will be made for this to happen. 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.
  3. If a patient complains in writing, the letter will be passed on immediately to Mr.Brian Hong.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to Mr. Hong, unless the patient does not want this to happen.
  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 2 working days. We will seek to investigate the complaint within 10 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 10 working days we will notify the patient, giving reasons for the delay and the likely period within which the investigation will be completed.
  6. We will confirm the decision about the complaint in writing immediately after completing the investigation.
  7. Proper 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: The General Dental Council, 37 Wimpole Street, London, W1G 8DQ (Mr. Hong’s registration body) or Care Quality Commission National Customer Service Centre, Citygate, Gallowgate, Newcatle upon Tyne, NE1 4PA or call the Dental Complaints Service on 08456 120540
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