Code of Practice for Patients Complaints

In our practice we take complains very seriously and try to ensure that all patients are pleased with their experience of our service. When a patient makes a complaint they are dealt with courteously and promptly in order to resolve the matter as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in a way in which we would want our own complaint about service to be handled. We learn from patients concerns and endeavour to handle them in a caring and sensitive manner.

1. The person responsible for dealing with any complaint about the service we provide is: Mrs Beth Eriks
2. If Mrs Beth Eriks is not available at the time, then the patient will be able to speak with the Principal Dentist Mr Saljughi – arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to Dr Saljughi.
3. If a complaint is received in writing, the letter will be passed immediately to Dr Saljughi.
4. If the complaint is regarding any aspect of clinical care or associated charges it will normally be referred to the dentist unless the patient does not wish this to happen.
5. All written complaints will be acknowledged as soon as possible in writing and will include a copy of this Code of Practice, usually within five working days. We will investigate the complaint immediately with an explanation of the circumstances which led to a complaint being made. If we are unable to investigate immediately the patient will be notified of this, giving a reason for the delay and the likely period for the investigation to be completed.
6. We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.
7. Proper and comprehensive records are kept of any complaint received.
8. If a patient is still not satisfied with the outcome of our procedure then a complaint may be made to one of the following:
   • NHS Bristol
     North Somerset And South Gloucestershire Integrated Care Board
     bnssg.customerservice@nhs.net
   • The General Dental Council
     73 Wimpole Street
     London
     W1M 8DQ