Edmonton Village Dental Practice
Introduction
This Practice has an effective complaints system in place to ensure that identifying, receiving, recording, handling and responding to any comments, observations or complaints occurs within a strict timetable which is clearly documented. The complaints system is clearly explained and all patients and visitors are confident that they will be listened to and responded to without fear of discrimination. Any complainant can be assured that they will be treated in a manner respecting their human rights and diversity, in a sensitive manner and that the complaint can be made by a variety of methods either verbally, by sign language or in writing. Where they lack confidence or require help they will be supported by helpful staff members. Their complaint will be fully documented and fairly dealt with and following investigation, lessons learned can lead to changes being made to avoid future complaints.
Our Practice complaints procedures
These clear complaint procedures are monitored and reviewed and the named contact who is accountable for doing this is AMIRA MATHEW or PRIYA MALHOTRA
If a patient complains on the telephone or at the reception desk, we will listen to their complaint and often re-refer him/her to Dr Mathew or Dr Malhotra immediately. If this named person is not available at the time, then 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 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.
- If the patient complains in writing the letter will be passed on to Dr Mathew or Dr Malhotra
- Complaints about clinical care or associated charges will be referred to the clinician concerned, unless the patient does not want this to happen.
- A written acknowledgment of a complaint with accompanying copy of our complaints policy will be sent as soon as possible, normally 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 outcome about the complaint in writing immediately after completing our investigation.
- We will complete proper and comprehensive records of any complaint received in a complaints tracker along with the outcome and any measures taken to prevent recurrence.
Complaints Handling Code of Practice (CP)
This CP sets out the minimum standards that Edmonton Village Dental Practice may adopt towards patients in the handling of Complaints about the provision of services provided at our Practice.
This CP ensures that the Practice complaints handling procedures will be:
1) Transparent: a) A CP must have in place a written code for handling complaints (Customer Complaints Policy) made by their Customers. A CP must comply with its Customer Complaints Policy in relation to each complaint it receives. b) The Customer Complaints Policy must be concise, easy to understand and only contain relevant information about complaints handling procedures. c) The Customer Complaints Policy must be kept up to date and as a minimum include information about: i) the process for making a Complaint; ii) the steps the CP will take to investigate with a view to resolving a Complaint; iii) the timeframes in which the CP will endeavour to resolve the Complaint, including when the CP is likely to notify the Complainant about the progress or resolution of a Complaint; iv) the contact details for making a Complaint to the CP, including providing details about the contact details for the CP’s Alternative Dispute Resolution scheme, with details on when a Complainant will be able to access the service. (Such as the Patient Complaints Service or NHS).
2) Accessible: a) The Customer Complaints Policy must be well publicised and readily available, including: i) being easily accessible on a webpage, with the Customer Complaints Policy being clearly visible on the practice primary webpage, a weblink to the Customer Complaints Policy being clearly visible on a ‘how to complain’ or ‘contact us’ page, which is directly accessible from a primary webpage. ii) Published in a Patient information Leaflet which is available in Reception: OR iii) Printed as a Notice in a public area of the Practice
b) Complaints handling procedures must be sufficiently accessible to enable consumers with disabilities to lodge and progress a Complaint.
c) The means by which a CP accepts Complaints should not unduly deter consumers from making a Complaint.
3) Effective
a) A CP must ensure the fair and timely resolution of Complaints.
b) There must be clearly established timeframes and a clear and reasonable escalation process for dealing with Complaints.
4) Facilitate appropriate access to Alternative Dispute Resolution: which is independent of the CP;
5) Retain appropriate records (preferably in a bound volume) of contact with Complainants:
a) A CP must retain written records collected through the complaints handling process including, as a minimum, written correspondence and notes on its customer record management systems
b) A Tracker of the complaint with dates which illustrates how the complaint was handled and whether it was fully resolved to the patients complete satisfaction.
c) Whether there were lessons to be learned from this complaint and how well these lessons have been implemented.
d) Whether there has been a similar recurrence.
6) All Records to be retained for inspection by CQC.
Edmonton Village Dental Practice
If a patient is not satisfied with the result of our procedure then a complaint may be made to:
- For complaints about private treatment: The Dental Complaints Service Stephenson House 2 Cherry Orchard Road Croydon CR0 6BA
- For complaints about NHS treatment: Parliamentary & Health Service Ombudsman Millbank Tower Millbank London SW1P 4QP
- The Care Quality Commission at Citygate, Gallowgate, Newcastle upon Tyne, NE14PA