At The Corsham Dental Practice we take complaints very seriously and use them as a means of learning by our experiences and improving our service.
We consider a complaint to be an expression of dissatisfaction, whether this be made verbally or in writing. We will acknowledge the patients complaint in writing and will enclose a copy of this code of practice to the patient within 3 working days.
We will seek to investigate the complaint within 10 working days of receipt to give a full explanation of the circumstances which gave rise to the complaint. We may ask the patient if they would be willing to meet us in order that we can explore the matter in more detail. If the patient does not wish to meet us we may ask them if they would be willing to talk to us on the telephone. If we are unable to complete our investigation within 10 working days, we will notify the patient, giving reasons for the delay and a likely timescale within which the investigation will be completed.
Comprehensive and contemporaneous records are kept of any complaint received, as well as any actions taken to improve our care as a consequence of a complaint. If a patient is not satisfied with the outcome of our complaints procedure then the matter may be referred to:
- The Parliamentary & Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 – www.ombudsman.org.uk
- The Dental Complaints Service, The Landsdowne Building, 2 Landsdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540 – www.dentalcomplaints.org.uk
- The General Dental Council, 37 Wimpole St, London. W1N 8DQ. Telephone: 0845 222 4141, The dentists’ regulatory body for complaints about professional misconduct