Patient Complaints Procedure

It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, investigating them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint and we will be happy to answer any questions you may have about this procedure.

If you are not entirely satisfied with any aspect of our care or service please let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as written complaints. We aim to resolve verbal complaints within 24 hours where possible, but if you complain in writing the Complaints Manager will will send an acknowledgement letter within 3 working days and will aim to provide a full response in writing as soon as practical

Lindsey Edwards is the Complaints Manager and will be your personal contact to assist you with any complaints.

You can send your complaints to:

The Priors Dental Practice, Pinfold Lane, Penkridge, Stafford, Staffordshire, ST19 5AP

Call us on 01785 712388 or email the complaints manager on info@thepriorsdentalpractice.co.uk

If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when it is suitable for you and the practice. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible only by those who need to know about your complaint. If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you at least every ten working days to keep you informed of the reason for any delays, the progress of the investigation and the proposed date it will be completed.

Complaints made over the telephone or at the reception desk:
  • We will listen to the complaint and offer to refer the person to the Practice Manager immediately.
  • If the Practice Manager is not available at this time, then the patient will be given the opportunity to arrange an appointment with the Practice Manager and or with the dentist if they prefer to discuss the complaint.
  • The member of staff will take brief details on patient complaints form and pass this on to the 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 onto the Practice Manager.
  • Letter scanned into patient file.

If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient requests that this does not happen.

When the investigation has been completed, you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can. You will also be invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take the matter further, please see the contacts below.

Contacts

For private dental treatment you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk

The General Dental Council
The Dentist registration body 37 Wimpole Street, London, W1M 8DQ

The Care Quality Commission
CQC National Customer Service Centre, Citygate, Gallowgate Newcastle upon Tyne, NE1 4PA
Telephone: 03000 616161
Fax: 03000 616171

The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org contact them on information@gdc-org.uk or by calling 020 7167 6000.