Ladygrove Dental Practice
Practice Complaints Procedure.
If you have a complaint or concern about the service you have received from the dentist or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of an NHS system for dealing with complaints. Our complaints system adheres to national criteria.
How to complain
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks as this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint;
- within 6 months of the incident that caused the problem, or
- within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.
Complaints should be addressed to Mrs K Bartlett or any of the dentists. Alternatively, you may ask for an appointment with Mrs Bartlett in order to discuss your concerns. She will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible with your complaint.
What shall we do
We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer an explanation or a meeting with those involved. In investigating your complaint, we shall aim to:
- find out what happened and what went wrong
- make it possible for you to discuss the problem with those concerned, if you would like this
- make sure you receive an apology where this is appropriate
- identify what we can do to make sure the problem doesn’t happen again.
Complaining on behalf of someone else.
Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of physical or mental illness) of providing this.
Complaining to the health authority
We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and present an opportunity to improve our practice. But this does not affect your right to approach the local health authority if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. To contact the health authority complaints manager:
Ms Jackie Serjent Thames Valley Primary Care Agency 7 – 9 Cremyll Road Reading RG1 8NQ Tel: 0118 9183333