We want all our patients to be pleased with the service they receive, so we take feedback seriously. Should a patient decide to give us feedback, we will respond to it promptly and courteously. Our aim is to respond to the matter as quickly as possible following the agreed procedure and, wherever possible, to the satisfaction of the patient.
A complaint may indicate a failing on our part, we take all complaints as positive feedback which we can learn from and make improvements to our service. Our staff receive training and guidance in handling complaints and we adopt a no blame and without prejudice approach when investigating a complaint, especially where individuals are identified with the aim of reaching a satisfactory conclusion. We will, at all times, be polite and respectful to our patients.
Patients have the option to discuss their feedback with either the Practice Reception Team or the Patient Relations Team at the NHPL Head Office.
Patients also have the option to submit their feedback to the Local Area Team at NHS England and NHS Improvement, PO Box 16738, Redditch, B97 9PT.
If a patient chooses to submit their feedback to NHS England and NHS Improvement, the practice will work with NHS England in responding to the matters raised.
If a patient makes a complaint in person or by telephone, the member of staff receiving the complaint makes an initial record of their concerns and checks this for accuracy with the patient. The patient is given a copy of the record and the original is passed to the appropiate persons. The patient is asked whether they would like to be seen immediately. Otherwise the patient is advised as to when a meeting can be arranged either in person or by telephone.
If the patient complains in writing or by e-mail, the complaint will be forwarded immediately to the Complaints Department at the NHPL Head Office.
Complaints about clinical care or the amount charged for treatment will be referred to the dentist concerned, unless the patient requests otherwise.
All feedback is acknowledged in writing as soon as possible upon being received. A copy of this code of practice will be sent with the acknowledgement. If the patient has not yet discussed the matter with the dentist they will be offered the opportunity to do so and also be asked how they would like to be kept informed of developments - by letter, e-mail, telephone or face-to-face meetings. The process we will follow in responding to feedback and what the patient requires by way of an outcome will be discussed with the patient and along with the anticipated timescale.
We will investigate any complaints speedily and efficiently and, as far a reasonably practicable, will keep the patient informed of our progress. We aim for investigations to be completed within 25 working days.
On completion of our investigation, we will provide the patient with a full written report, which will include:
Comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
Should the patient not be satisifed with our response, the complaint may be referred to: