Code of Practice for Patient Complaints
At The Mead we take complaints very seriously and try to ensure that all patients are pleased with their experience of our services. If a complaint is made, it is dealt with courteously and promptly so the matter maybe resolved as quickly as possible.This procedure is based on these objectives.
Our aim is to react to a complaint in a manner in which we would wish for a complaint we may have about a service to be handled. We learn from each mistake and we respond to patients’ concerns in a caring and sensitive way.
● The person responsible for dealing with any complaint about the service we provide is Mrs Jacqueline Watson, the practice manager.
● If a complaint is made over the telephone or at the reception desk, we will listen to the complaint and offer to refer the patient to Mrs Jacqueline Watson immediately. If Mrs Jacqueline Watson is not available, then the patient will be advised of a suitable time that they may be able to talk to the dentist and the arrangements will be made for this to happen.The member of staff will take brief details of the complaint and pass these on. If we cannot arrange this within 48 hours or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
● If a complaint is made in writing the letter will be passed immediately to Mrs Jacqueline Watson.
● 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.
● Mrs Jacqueline Watson will acknowledge the patients’ complaint in writing and enclose a copy of this code of practice as soon as is possible and in any event within five working days.We will seek to meet the patient within fifteen working days of the complaint being received to give an explanation of the circumstances that led to the complaint. If the patient does not want to meet , then we will attempt to talk to him/her over the telephone. We will confirm the decision about the complaint in writing to the patient within the same fifteen day period.
● Accurate and comprehensive records are kept of any complaint received.
● If patients are not satisfied with the result of our procedure then a complaint can be made to the General Dental Council for private patients.