Complaints are opportunities to improve our services. A complaint handled well can improve your relationship with the complainant. If patients’ problems are handled well at an early stage, formal complaints can be avoided.
When patients complain, we ensure that they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. We learn from every mistake that we make and we aim to respond to patients concerns in a caring, sensitive and efficient manner.
The person responsible for dealing with any complaint about the service we provide is: Practice Manager Lindsey Edwards
Complaints made over the telephone or at the reception desk:
- We will listen to the complaint and offer to refer the person to Practice Manager immediately.
- If Practice Manager is not available at this time, then the patient will be given the opportunity to arrange an appointment with the Practice manager or dentist to discuss the complaint.
- The member of staff will take brief details on a patient complaints log form (See Appendix 10) and pass this on to Practice Manager.
- If we cannot arrange an appointment within a reasonable time period arrangements will be made for another senior member of staff to deal with it.
Complaints made in writing:
- Letter immediately passed on to Practice Manager
- Letter scanned into patient file
- Complete start of complaints log sheet
The following details should be recorded:
- The date of receipt of the complaint.
- How the complaint was received.
- Details of the complaint and the subsequent investigation.
- Notes of telephone conversations and meetings.
- A record of the outcome of the complaint.
- All correspondence relating to the complaint.
- An entry should be made onto the patient’s records that a complaint has been made.