Complaints Procedure

Complaints Handling Policy for NHS and Private Treatment at Earl Shilton Dental Practice

Code of Practice for patient complaints

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. This 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 patients concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaints about the service which we provide is Sue Wright, the Complaints Manager
  2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to the Complaints Manager 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 discuss the matter, arrangements will be made for someone else to deal with it.
  3. If the patient complains in writing the letter or email will be passed on immediately to the Complaints Manager.
  4. 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.
  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within two working days.
  6. 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.
  7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  8. Proper and comprehensive records are kept of any complaint received and learning outcomes acted upon.
  9. If patients are not satisfied with the results of our procedure then a complaint may be made to:

Private Patients

The Dental Complaints service, (DCS)
Stephenson House,
2 Cherry Orchard Road,
CR0 6BA.

The DCS provides a free and impartial service to help private dental patients and dental professionals to settle complaints about private dental care fairly and efficiently.

The DCS can deal with your complaint if you would like an apology, a refund or a contribution to the cost of further treatment. They cannot deal with claims for compensation.

NHS Patients

If you do not wish to make a complaint to our dental practice you can alternatively contact NHS England:
Telephone 0300 311 22 33
PO Box 16738, Redditch, B97 9PT

If you would like support to make a complaint, you can get help from an NHS Complaints Advocate. In Leicestershire this is provided by PohWE
Telephone 0300 456 2370

If you are still not happy with the way your formal complaint was handled by NHS England or the Dental Practice contact:
Parliamentary and Health Service Ombudsman (PHSO)
Millbank Tower,
London SW1P 4QP
Tel:  0345 015 4033

If the problem is so serious that you consider the dental professional could be a risk to others, you should contact:

The General Dental Council
37 Wimpole Street,
London, W1G 8DG.
Tel 0207 167 6000   

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    Earl Shilton Dental Practice
    128 Wood Street, Earl Shilton
    Leicester, LE9 7ND
    Free On-Road Parking