Oriel Villas Dental Practice takes complaints very seriously.  We 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 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 person responsible for dealing with any complaint about the service which we provide is Jakub Wojcicki.

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 Jakub Wojcicki immediately.  If Jakub Wojcicki is not available at the time, then the patient will be told when they will be able to talk to the dentist 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 the patient complains in writing the letter will be passed on immediately to Jakub Wojcicki.

4) 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.

5) We will acknowledge the patients 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 twenty eight 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) Proper and comprehensive records are kept of any complaint received.

 

Reviewed by Rhonda Green and Jakub Wojcicki on 05/01/2017

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If you had NHS dental treatment (including NHS treatment that you paid for)

1) The quickest and simplest way to resolve the problem is to contact the practice, who may be able to sort it out there and then.  If an informal approach doesn’t solve the problem, ask for a copy f the complaints procedure.  Any NHS dental practice must have one. If you would like support to make a complaint, you can get help from an NHS Complaints Advocate.  Contact your local Health watch to find out who provides Independent Health Complaints Advocacy in our local area.

2) If you would rather not go directly to the practice, you can contact NHS England instead.  NHS England is responsible for commissioning (buying) NHS dental services.

3) If you are not happy with the way in which your formal complaint was handled (either by the dental practice or NHS England, if you chose to go to them) you can go to the Parliamentary and Health Service Ombudsman (PHSO).  The Ombudsman makes the final decision on complaints that have not been resolved by the NHS in England.