Complaints Policy

Why we have this policy

Because we want to ensure that all our patients are pleased with their experience of our service, we take complaints very seriously.  If a patient makes a complaint, we will deal with the matter courteously and promptly so that it is resolved as quickly as possible.  Our procedure is based on these objectives.

Disclaimer

RightPath4 Ltd have written this programme to help you plan continual improvement in your practice and as a guidance as to how the CQC may implement the new phase of dental assessment and inspection starting in April 2015. The company makes no claims, guarantees or promises that the advice you choose to take will always lead to the desired outcome. RightPath4 Limited can in no way guarantee or be responsible for outcomes resulting from the use and implementation of information provided by RightPath4 Limited. 

Much of the material is based upon personal experience of conducting CQC inspections, draft legislation and pilot inspections. We hope that you will find this helpful. RightPath4 Limited reserves the right to amend, change and alter this document without notice to you at any time it deems proper to do so. This document should be only be used as part of ongoing improvements to your CQC obligations and compliance in conjunction with other training and resources available to Registered Providers. No guarantee is given and no responsibility will be accepted for changes you decide to make or judgement decisions by CQC inspectors which vary from those expected within this document. 

Improvement and regulatory compliance is a journey rather than a destination and RightPath4 encourage you to share your experiences with us and by so doing enhance the service we provide to patients, the duty we have towards our staff, the value of our businesses and of course the efficacy and proportionality of our Regulators. 

None of the above exclusions and limitations is intended to limit any rights you may have under statute or statutory instruments. 

Diana Hayes CEO RightPath4 Ltd

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 displayed 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 Danielle Werdefroy.

If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him/her to Danielle Werdefroy 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.

1. If the patient complains in writing the letter will be passed on immediately to Danielle Werdefroy.
2. Complaints about clinical care or associated charges will be referred to the clinician concerned, unless the patient does not want this to happen.
3. 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.  
4. 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.
5. We will confirm the outcome about the complaint in writing immediately after completing our investigation.
6. 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. 

If a patient is not satisfied with the result of our procedure then a complaint may be made to:  

1. • For complaints about private treatment:

The Dental Complaints Service 

Stephenson House

2 Cherry Orchard Road

Croydon CR0 6BA

1. • 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