Complaints policy

Our Complaints Policy

Complaints

Effective handling of complaints is essential in modern business management. Whether a complaint is received in oral, written or electronic form, correct handling of the complaint is essential. This will not only enhance relations with the complainant but offer an opportunity to improve the management of the practice. The policy of this practice is to have a robust and efficient complaints procedure that is easy for patients to access, thereby allowing complaints to be dealt with effectively. This policy is in accordance with Regulation 19 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010. Our Standard Operating Procedures include:

1. Procedure for verbal complaints
2. Procedure for written complaints
3. Complaints audit procedure

All staff are trained to implement this policy at all times. The registered manager or practice manager is responsible for enforcing, maintaining and auditing the policy. This includes an annual review in December.

Verbal Complaints

The following information details the Practice systems and processes that comprise this standard operating procedure.

• When a patient contacts the practice regarding the above either by telephone or in person, all staff should try to achieve a resolution for the patient at that initial point of contact and document the nature of the complaint.
• When making a complaint the patient should be referred to the complaints officer or their deputy who will liaise with the patient directly.
• If the patient attends the practice in person to complain they should be asked to wait in the waiting room until the complaints officer is available. The complaints officer should speak with them in a private room and record details of the complaint on the complaints form.
• Complaints received by telephone should be transferred to the practice office phone where details of the complaint will be recorded on a complaints form.
• If a complaint cannot be dealt with directly a written acknowledgement will be sent within 3 working days detailing the complaint and the name of the complaints officer investigating the complaint..
• The complaint will then follow the process for a written complaint.

Written Complaints

The following information details the Practice systems and processes that comprise this standard operating procedure.

• If a written complaint is received or a verbal complaint cannot be resolved at the point of initial contact, a practice complaints procedure document should be forwarded to the patient, along with an acknowledgement of the complaint, within 3 working days.
• The acknowledgement should always offer the patient an opportunity for discussion in order to determine how the complaint should be handled and within what time frame.
• The complaints officer should seek to conclude their investigation within 2 working weeks. If this time-scale is not possible the patient should be informed of the likely period within which the complaint will be investigated.
• When the investigation is complete, the patient is either asked to attend a meeting to discuss the outcome or a written explanation is sent in the post.
• If resolution is achieved it should be noted in the complaints procedure form.
• Failure to reach resolution should also be noted along with any referral to dental defence organisations if appropriate.

Audit of complaints and feedback

The following information details the practice systems and processes that comprise this standard operating procedure:

• All complaint to be assessed by the complaints officer to detect trends in system failures or individual staff failures.
• De-brief of complaint by complaints officer to identify any practice process changes required or highlight any staff training needs
• Summary of complaints and findings to be provided by the complaints officer at staff meetings in order to highlight any process improvements and internal changes in work practices that are necessary. Patient confidentiality to be strictly observed with this feedback
• Feedback box is kept in reception and regularly checked and feedback acted upon by the practice manager, using the same mechanism that the complaints are dealt with above. 

Practice complaints procedures

In this practice we take complaints very seriously and try to ensure that all patients are pleased with their experience of our service. When patient complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is  based on these objectives

Our aim is to react to complaints in the way in which we would want to complain about a service to be handled. We learn from every mistake that we make and we respond to patients concerns in a caring and sensitive way

1. The person responsible for dealing with any complain about the service we provide initially, the practice manager(Ana Kukreja). Arrangements will then be made to meet with the treating dentist if the matter is not resolved
2. If a patient complains on the telephone or at the reception desk, we will listen to his/her complaint and offer to refer him to the practice manager immediately. If the practice manager is not available at the time, then the patient will be told when he or she will be able to talk to the practice manager or the treating dentist, and arrangements will be made for this to happen. A member of reception staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not with to wait to discuss the matter, arrangements will be made for one of the partners to contact the patient.
3. If the patient  complains in writing the letter will be passed on immediately to the practice manageress
4. If a complaint is about any aspect of clinical care or associated changes it will normally be  referred to the dentist concerned, unless the patient does not want this to happen
5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days. We will seek to investigate the complaint being received to give an explanation of the circumstances that led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to him or her on the phone, If we are unable to investigate the complaint within twenty eight days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be complete.
6. We will confirm the decision about the complaint in writing to the patient, immediately after completing our investigation.
7. Proper and comprehensive reports are kept of any complaint received.
8. Patients can also contact the independent complaints advocacy service (ICAS) for advice and support through the complaints process
9. If the patient is not satisfied with the results of our procedure they can ask for a lay conciliator to facilitate a meeting between the complaint and the practice in order to achieve resolution.