Complaints NHS

Super Smile Dental

Complaints Handling Policy (NHS Treatment)

Date: 31.1.2022 R/V Date: 31.1.23

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. The 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 we respond to customers concerns in a caring and sensitive way.

  • The person responsible for dealing with any complaint about the service which we provide is
    Ali El Maadarani complaints manager.
  • If a patient complains by telephone or in person, we will listen to their complaint, and offer to refer them to the complaints manager. The member of staff will make a written record of the complaint and ensure that the information is passed to the complaints manager.
  • If the patient complains in writing the letter will be passed on immediately to the complaints manager.
  • If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned unless the patient does not want this to happen.
  • We will acknowledge the patient’s complaint in writing and enclose a copy of the code of practice as soon as possible, normally within three working days, we will inform the patient about how the complaint will be handled and the likely time that the investigation will take to be completed. If the patient does not wish to discuss the complaint, we will still inform them of the expected timescale.
  • We will seek to investigate the complaint speedily and efficiently, we will keep the patient regularly informed, as far as reasonably practable to the progress of the investigation. Investigations will normally be completed within 4 weeks.
  • When we have completed our investigation, we will provide the patient with a full written report. The report will include an explanation of all findings, conclusions in respect of each specific part of the complaint, details of necessary remedial action and whether the practice is satisfied with the action taken or will be taking.
  • Proper and comprehensive records are kept of any complaint received, as well as any actions taken to improve services as a consequence of a complaint.
  • If patients are not satisfied with the result of our procedure, then a complaint can be referred to: