Site last updated: May 2018

COMPLAINTS PROCEDURE

If you have a complaint or concern about the service you have received from the dentist or any of the staff working in this practice, please let us know. We operate a practice complaints procedure that adheres to national criteria. Mrs Olga Chabrzyk-Antosik is the responsible person who ensures compliance with Complaint regulations and ensures appropriate action is taken following investigation of a complaint. Claire Taysom is our practice manager who is responsible for managing complaints. 
 
How to Complain
 
Should a problem arise, it can usually be sorted out quickly and easily with the person concerned. if your problem cannot be sorted out in this way, and you wish to make  a complaint, we would like you to let us know as soon as possible. this will enable us to establish what happened more easily. Complaints should be addressed to any of the dentists or to Claire Taysom, the practice manager. You may ask for an appointment in order to discuss your concerns. The complaints procedure will be explained to you, and we will ensure that your concerns are dealt with promptly. It will be a great help if you are specific as possible about your complaint. 
 
What we shell do 

  • Acknowledge your complaint within 3 working days and give you a time - scale as to when you can expect a reply. this will normally be as soon as reasonably possible after completing an investigation into your complaint. 

  • Find out what happened and what went wrong.

  • Make it possible for you to discuss with those concerned; if you would like this.

  • Make sure you receive an explanation and an apology where this is appropriate.

  • Identify what we can do to make sure that the problem does not happen again. 

 
Complaining on behalf of someone else
 
Please note that we adhere strictly to the rules of confidentiality. if you are complaining on behalf of someone else, we have to know that you have permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of physical or mental illness)of providing this.

 

Complaining to the NHS Area Team (NHS Patients), The Dental Complaints Service ( Private Patientss) or Denplan ( Denplan Patients)
 
We hope that if you have a problem, you will use our practice complaints procedure. We believe that this will provide the best chance of putting right whatever has gone wrong and be an opportunity to improve our practice. However, you still have the right to approach the NHS Area Team, The Dental Complaints Service or Denplan, depending on whether you are an NHS, Private or Denplan patient, if you feel you cannot raise your compliant with us or if you are dissatisfied with the results of our investigation. You should contact the relevant complaints manager for further advise. the address are as followed: 
 
Contact Details :
 
NHS Complaints 
NHS Commissioning Board

Redditch Contact Centre, PO Box 16738, Redditch, B97 9PT
Tel: 0300 311 22 33
Email : nhscommissioningboard@hscic.gov 
 
Private Patient Complaints 
The Dental Complaints Service

Stephenson House, 2 Cherry Orchard Road, Croyden , CR0 6BA
Tel : 020 82530 800 at local rate ( Monday - Friday 9am - 5pm ) 
www.dentalcomplaints.org.uk 
 
Denplan Complaints 
Denplan Complaints Handling and Risk Management

Denplan, Denplan Court, Victoria Road , Winchester, Hants, SO23 7RG
Tel : 01962 828000
 
Still Unhappy ? 
 
If you remain unhappy after an attempt at resolution of your complaint by either the surgery or one of the above organisations, then you may request a review of your complaint by the OMbudsman ( Health Service Commissioner)
 
The Parliamentary and Health Service Ombudsman, Milkbank Tower, Millbank, London, SW1P 4QP 
Tel : 0345 015 4033
www.ombudsman.org.uk