Complaints ...
We always do out
best
to ensure that your dental care progresses smoothly and with as few
problems as possible. However, rarely, things can go wrong or not quite
work out as expected. In these situations we will always endeavour to
resolve the problem to your complete satisfaction within the practice.
In line with
recommendations for 'In-house Complaints
Procedures' introduced by the NHS under the Patient's Charter, we have
formalised our complaints procedure so that it becomes a simple three-step
process:
Step 1...
Initially, we ask that you direct your complaint to the practice
receptionist, preferably in writing, giving details of your complaint,
dates, nature of treatment, etc.
Step 2... We
will acknowledge receipt of the complaint, in writing, within five days and
will begin an investigation into the nature of the complaint.
Step 3...
Within one month, we will reply to the complaint, again in writing, giving
the results of our investigation and if necessary, what we propose to do to
rectify the complaint.
This procedure will be sufficient for the
majority of complaints... however, in the event
that we cannot come to a mutually satisfactory conclusion, we will be in a
position to pass the matter to an independent arbitrator for further
investigation and discussion, in order to resolve the matter and reach a
satisfactory conclusion.