Lincoln Orthodontics > Complaints policy

HANDLING PATIENT COMPLAINTS POLICY 

In this practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service.  When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.  Every patient and complaint will be dealt with equally, without any form of discrimination.  This procedure is based on these objectives. 

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

  1. The person responsible for dealing with any complaint about the service which we provide is Julie Clark, Practice Manager 
  2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Practice Manager immediately.   If the Practice Manager is unavailable, inform the patient that you will speak to Dr Matthew Clare and make arrangements for this to happen by taking brief details of the complaint and pass them on to the Practice Manager, or Dr Clare in her absence.  If we cannot arrange this within a reasonable period, or if the patient does not wish to wait to discuss the matter, arrangements will be made for the Practice Manager, or Dr Clare, to contact them by telephone as soon as possible. 
  3. If the patient complains in writing the letter will be passed immediately to the Practice Manager. 
  4. If a complaint is about any aspect of clinical care or associated charges the Practice Manager will liaise with the Orthodontist, 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, within two working days.  We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint.  If the patient does not wish to meet us, then we will attempt to talk to them on the telephone.  If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed. 
  6. We will confirm the decision about the complaint in writing immediately after completing our investigation. 
  7. Proper and comprehensive records are kept of all complaints received. 
  8. If patients are not satisfied with the result of our procedure then a complaint may be made to:  
    • The Dental Complaints Service (08456 120 540) for complaints about private treatment
    • The General Dental Council,37 Wimpole Street,London,W1M 8DQ(the dentists’ registration body)
    • Primary Care Trust, NHS Lincolnshire,Cross O’Cliff Court, Bracebridge Heath,Lincoln,LN4 2HN(01522 513355) for complaints about NHS treatment