Complaints handling policy
Code of Practice for Patient Complaints
In this practice we take complaints very seriously 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 resolve the complaint in the most efficient and satisfactory way for the patient. We learn from every mistake that we make and we respond to patients’ concerns in a caring and sensitive way.
- The person responsible for dealing with any complaint about the service which we provide is Deepika Sharma, the practice Complaints Manager and Rebeka Svirinaviciute is the Complaints officer.
- If a patient complains by telephone or in person, we will listen to their complaint and offer to refer to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the complaint will be passed on to the Complaints Officer. The member of staff will make a written record of the patient’s complaint to be forwarded to the Complaint Manager or Complaint Officer in the Manager’s absence. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, the complaint will be dealt by the Complaint Officer.
- If the patient complaint is in writing or by email it will be passed on immediately to the Complaints Manager and in the absence to Complaints Manager to the Complaint Officer.
- If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the Complaints Manager and to the clinician concerned.
- We will acknowledge the patient’s complaint in writing and enclose a copy of complaint policy as soon as possible, normally within 3 working days. We will offer to discuss the complaint at a time agreed with the patient, asking how the patient would like to be kept informed of developments, for example, by telephone, face to face meetings, letters or e-mail. We will inform the patient about how the complaint will be handled and the likely time that the investigation will take to be completed. If the patient does not wish to discuss the complaint, we will still inform them of the expected timescale for completing the process.
- We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far as reasonably practicable, as to the progress of the investigation.
- When we have completed our investigation, we will provide the patient with a response. The report will include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.
- Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint
If patients are not satisfied with the result of our procedure then a complaint may be referred to:
- NHS SW London Primary Care Contracting, London Region, Southside, 105 Victoria Street, London SW1E 6QT or the Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP, telephone: 0345 015 4033 or www.ombudsman.org.uk for complaints about NHS treatment.
- The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER (Telephone: 08456 120 540) for complaints about private treatment
- The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone: 0845 222 4141), the dentists’ regulatory body for complaints about professional misconduct.