Complaints Policy

January 31, 2019

The Bank practice Patients Complaints Policy (Private Treatment)

Code of practice for patient’s complaints

St the Bank Dental 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.  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 respond to customer concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about a service, which we provide, is the Practice Manager Joanna Laithwaite.
  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 Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be told when she will be able to talk to the dentist and arrangements will be made for this to happen.  The member of 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 wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  3. If the patient complains in writing the letter or email will be passed on immediately to the Practice Manager.
  4. If a complaint is about any aspect of clinical care it will normally be referred to the dentist unless the patient does not want this to happen.
  5. We will acknowledge the patient’s complaint in writing as soon as possible normally within 5 working days. We will seek to investigate the complaint within 14 working days of the complaint being received to give an explanation of the circumstances that led to the complaint.  If we are unable to investigate the complaint within 14 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 to the patient immediately after completing our investigation.
  7. Proper & comprehensive reports are kept of any complaint received.
  8. If patients are not satisfied with the result of our procedure than a complaint may be made to:

The General Dental Council,

37 Wimpole Street,

London, WIM 8DQ (The dentist registration body)