Cygnet House Dental Studio Ltd Complaints Handling Policy

Code of practice for patient complaints

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. We learn from your feedback and respond to your concerns in a caring and sensitive way. 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 put our patient’s interests first and maintain and protect their information. Complaints will only be shared with the staff involved, and only those who need to know will have the full details. The theme of any complaint will be discussed in team meetings so that all members can learn and improve the service that we provide.

1. The Complaints Manager in the practice is Hayley Hook. If you have any issues or concerns she can be contacted on 01790 755312 or by email at: cygnethousedentalstudio@hotmail.co.uk.

2. Verbal Complaints in person or by telephone, we will listen to your complaint and acknowledge it with empathy. Minor complaints will be dealt with immediately. For more complex issues the complaint will be referred to the Complaints Manager immediately, if possible. If the Complaints Manager is not available, you will be told when she is available and offered a choice of how she may contact you, to discuss the issue. The member of staff will take brief details of the complaint and pass them on.

3. Complaints in writing or via email, if you complain in writing the letter or email will be passed on immediately to the Complaints Manager.

4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.

5. The Manager will acknowledge your complaint in writing or via email (by the same method that you contacted us) 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 within ten working days. We will offer to discuss the complaint at a time agreed with you, giving you a choice of how you would like to be kept informed, for example, face to face, by telephone, email or letter. We will inform you how the complaint will be handled and the likely timescale that the investigation will be completed. If you do not wish to discuss the complaint, we will still advise you of the likely timescales for completing the process.

6. We will keep you regularly informed, as far as is reasonably practicable, as to the progress of the investigation. Investigations will normally be completed in 2 weeks. When the investigation is complete, we will provide you with a written report.

7. We will keep full, confidential records of any complaint received as well as any actions taken to improve services as a result of your complaint.

8. If patients are not satisfied with the result of our procedure then a complaint may be made to:

• The Dental Complaints Service, 37 Wimpole Street, London, W1G 8DQ. Telephone: 0208 253 0800 W: https://dcs.gdc-uk.org/

• Denplan Patients – Denplan Clinical Mediation Service. Telephone: 0800 169 7220. Email: clinicalmediationservice@denplan.co.uk