LICHFIELD DENTAL CARE

Complaints Procedure

At Lichfield Dental Care we take complaints very seriously indeed 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.

The person responsible for dealing with any complaint about the service which we provide is Lynsey Mason
If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer to Lynsey Mason immediately. If Lynsey Mason is not available at the time, the patient will be told when they 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 the patient complains in writing the letter will be passed on immediately to Lynsey Mason
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.
We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three 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.
We will confirm the decision about the complaint in writing immediately after completing our investigation.
Proper and comprehensive records are kept of any complaint received.

If patients are not satisfied with the result of our procedure then advice may be sought from:

NHS England – 03003112233
Patient Advice and Liaison Service (PALS) – www.nhs.uk to find your local PALS
Dental Complaints Service (private Treatment Only) – 08456120540 www.dentalcomplaints.org.uk
Care Quality Commission – 03000616161 www.cqc.org.uk
General Dental Council – 0845222414 www.gdc-uk.org
The Parliamentary and Health Service Ombudsman – 03450154033

Reviewed 31/04/2021

LICHFIELD DENTAL CARE

Complaints Procedure

The person responsible for dealing with any complaint about the service which we provide is Lynsey Mason
If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer to Lynsey Mason immediately. If Lynsey Mason is not available at the time, the patient will be told when they 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 the patient complains in writing the letter will be passed on immediately to Lynsey Mason
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.
We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three 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.
We will confirm the decision about the complaint in writing immediately after completing our investigation.
Proper and comprehensive records are kept of any complaint received.

If patients are not satisfied with the result of our procedure then advice may be sought from:

NHS England – 03003112233
Patient Advice and Liaison Service (PALS) – www.nhs.uk to find your local PALS
Dental Complaints Service (private Treatment Only) – 08456120540 www.dentalcomplaints.org.uk
Care Quality Commission – 03000616161 www.cqc.org.uk
General Dental Council – 0845222414 www.gdc-uk.org
The Parliamentary and Health Service Ombudsman – 03450154033

Reviewed 31/04/2021

LICHFIELD DENTAL CARE

Complaints Procedure

Cosmetic Dentist Lichfield - Dentists Staffordshire - Lichfield Dental Care

LICHFIELD DENTAL CARE

Complaints Procedure