Complaint ProcedureWe want our service to meet your expectations. If you have a
concern or complaint about
any aspect of our service, we want to know what mistakes we have
made and identify how we can
improve to ensure that we meet your expectations in future.
Our aim is to learn from all
feedback we receive and improve the service we provide to our
patients. We will deal with
complaints courteously and promptly and aim to resolve the
matter as
quickly as possible.
Making a complaint
If you wish to make a complaint or simply let us know how we
could have done better,
please contact Carrie Biles. our Complaints’ Manager:
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By telephone on 01539 563 685
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By email to [email protected]
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By letter to Mrs Carrie Biles, Complaints & Practice
Manager, Green Dental, 25 Main Street, Milnthorpe, Cumbria, LA7 7PP
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In person by visiting the practice
The Complaints Manager usually works at the practice on Tuesday,
Wednesday and Thursdays between 8.30am and 5.30pm. You may prefer to make an appointment with our
Complaints Manager to ensure that she is available.
If you contact the practice to make a complaint and the
Complaints Manager is not available, one of our reception team will take brief
details of your complaint and pass these details on to the Complaints Manager
who will contact you as soon as possible.
If the Complaints Manager will be out of the Practice for some time for
any reason, details of your complaint will be passed on to one of the practice
owners.
If your complaint is about your dental treatment or the fee
charged, we will usually ask the
dentist concerned to contact you, unless you do not want
this.
We acknowledge all complaints in writing and will forward a
copy of this code of practice as
soon as possible, normally within 3 working days.
Investigating a complaint
We will offer to discuss the complaint with you and will ask
how you would like to be kept
informed of developments – by telephone, letter or e-mail or
by face-to-face meetings. We
will let you know how we will deal with your complaint and
the likely time that the
investigation will take to complete. If you do not wish to
discuss the complaint further, we will
still let you know the expected timescale for completing the
investigation.
We will investigate your complaint promptly or, if the issue
is complex, within 6 months; and,
as far as reasonably practicable, will let you know how our
investigation is progressing.
When we have completed our investigation, we will provide
you with a full written report,
unless you have told us that you do not wish for further
communication. The report will
explain how we considered the complaint, the conclusions we
reached for each part of your
complaint, details of any remedial action we have taken and
whether further action is
needed.
Records
We keep proper and comprehensive records of any complaints
that we receive and the
action we have taken following investigation. We review
these records regularly to ensure
that we recognise our mistakes and take every opportunity to
improve our service.
Complaining on Behalf of Someone Else
Please note that we keep strictly to the rules of
confidentiality. If you are complaining on
behalf of someone else, we have to know that you have the
permission to do so. A note
signed by the person concerned will be needed, unless they
are incapable of providing this
because of physical or mental illness or are a child under
16 years.
If you are not satisfied
If your complaint was about your dental treatment and you
are not satisfied with the result of
our investigation, you can take up the matter with a
relevant external organisation.
For complaints about NHS treatment:
ENGLAND:
The Parliamentary and Health Service Ombudsman, Millbank
Tower, Millbank London
SW1P 4QP (0345 015 4033 or www.ombudsman.org.uk
For complaints about private treatment:
Dental Complaints Service, 37 Wimpole Street, London W1G 8DQ
(020 8253 0800 or online at
https://contactus.gdc-uk.org/dcs/Complaint/PrivatePatients
For patients with a Denplan Care plan, contact the
Clinical Mediation and Risk
Management team for advice at:
Simplyhealth Professionals
E mail : [email protected]
Tel. 0800 169 7220
