COMPLAINTS POLICY | Bealby and Jones

BEALBY AND JONES COMPLAINTS POLICY AND PROCEDURES

CODE OF PRACTICE FOR PATIENTS WHO WISH TO RAISE A COMPLAINT

At Bealby and Jones Dental Practice, we aim to please all patients with our service.

We take every complaint very seriously. If a patient makes a complaint, we will deal with the matter courteously and promptly so that it is resolved as quickly as possible. Our complaint policy and procedures are based on these objectives.

We will never react defensively, and your confidentiality and access to services will be protected.

How to raise make a complaint or provide feedback:

If you are ever unsatisfied with any aspect of your care, we ask that you inform us promptly, so we can resolve your concern promptly and professionally. Complaints can be made directly to your dentist, or with any other member of the practice team.

We accept verbal or written complaints.

At Bealby and Jones Dental Practice, the person responsible for dealing with any concerns about the service we provide is Mr Howard Jones.

Verbal Complaints:

You can raise a complaint with us verbally. This can be done within the practice, or over the phone. Verbal complaints can be raised with any member of staff.

The staff member listening to your complaint will take a full description of your issue. They will then try to resolve the issue as quickly as possible, to your satisfaction.

If the staff member whom you have raised your complaint with feels they are unable to resolve your issue for any reason, full details of your complaint will be passed on to Howard Jones immediately. Should Howard Jones be unavailable at the time, we will advise you when they will be available, and arrangements will be made for you to either meet or speak to him.

If for any reason Howard Jones is going to be unable to meet you or speak with you at a time that is convenient to you, we will arrange for another senior member of staff to take responsibility for dealing with your concern or complaint.

Written Complaints:

We also accept complaints in writing. This can be by email or letter.

If you do choose to write to us to express your concern, your letter or email will be passed on to the relevant person immediately.

We will acknowledge any concerns you raise in writing within 3 working days.

We will investigate your concern and report back within 10 working days of it being received. If we are unable to complete our investigation within 10 working days, for any reason, we will notify you with a reason for the delay and the likely period within which the investigation will be completed.

We will confirm the outcome of the investigation and any decisions made in writing. Our response will be clear, addressing each of your concerns as best as we can.

We will also offer you the opportunity to discuss the results of the investigation and any practical solutions we can offer you.

If you are not satisfied with our complaints process:

At Bealby and Jones Dental Practice, we will do all we can to resolve your issue to your satisfaction. If, for any reason, you are not satisfied with the outcome, we will advise you of other avenues for raising your concern. Please note these complaints need to be raised within 12 months of treatment, or within 12 months of becoming aware of the issue.

Please see the additional contacts below:

The Dental Complaints Service

For complaints about private treatment.

Address: 37 Wimpole Street, London, W1G 8DQ

Telephone: 0208 253 0800

Website: https://dcs.gdc-uk.org

The General Dental Council (GDC)

The Clinician’s Professional Regulator

Address: 37 Wimpole Street, London, W1M 8DQ

Phone: 0207 167 6000

Website: www.gdc-uk.org

NHS England