CODE OF PRACTICE FOR PATIENT FEEDBACK
Within this practice we take complaints very seriously and try our best to ensure that all patients are pleased with the level of service, which is available to them. When patients complain, they are dealt with promptly and courteously so that the matter is resolved as quickly as possible.
Each month staff meetings are held within the practice to discuss comments put forward in our patient feedback box. This is a great way for a patient to make suggestions to the practice and for the staff to understand how to take care of our patients better. This is the first option for any patient wanting to make any informal complaint or comment concerning the practice.
Our aim at Machan Dental Care is to react to complaints in a way in which we ourselves would want a grievance of our own to be dealt with. We aim to learn from our mistakes and make the practice a better place for everyone. This procedure is based on these objectives.
The person’s responsible for dealing with any complaint about the service, which we provide, is firstly the Receptionist who will refer the complaint to Dr Gareth McMorrow if necessary.
If a patient is to complain via telephone or at the reception desk their complaint will be listened to and then offer to refer him/her to discuss this further with one of the Partners. If unavailable, then the patient will be advised as to when she/he will be able to talk to a dentist and arrangements will be made thereafter. The reception staff will then take brief details of the complaint and pass them on. If we are not able to arrange a meeting within a reasonable period of time or if the patient does not wish to wait, arrangements will be made for someone else to deal with it.
If the patient complains in writing the letter will be passed immediately to one of the Partners.
If a complaint is about any aspect of clinical care or associated charges within the practice this will normally be referred to the dentist, unless the patient does not want to speak to the dentist.
Any patient complaint will be acknowledged in writing with a copy of our code of practice enclosed and sent within two working days. The complaint will then be investigated within the next ten working days if possible to give an explanation of the circumstances, which led to the complaint. 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 we will be able to contact them again.
If the patient does not wish to meet any member of staff within the practice then we shall attempt to discuss the matter with him/her on the telephone.
We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.
Proper and comprehensive records are kept of any complaint received in the office.
If the practice is not able to resolve a complaint the patient is referred to the British Dental Health Foundations Word of Mouth Advice Line at 0870333118
The Complaints Manager at the Patient Advice and Liaison Service (Pals)
at your local Primary care organisation.
The General Dental Council Complaints service 0845 120 540
PROTOCOL FOR NHS COMPLAINTS
If you have a complaint involving any aspect of your NHS treatment you should follow these steps:
You must first try to resolve the issue within the practice. The practice must take action on any complaint quickly. The patient should be invited to discuss and settle the matter.
If you then feel that the matter could not be resolved within the practice you should contact:
The Head of Corporate Secretariat, NHS Glasgow Office
50 West Nile Street
Tel: 0141 225 6999.
This complaint may be made by phone, in person or in writing.
Your complaint will then be logged by the NHS and acknowledged within three working days of receiving it. On receipt of the complaint it will then be investigated thoroughly with the outcome referred to the Chief Executive, NHS.
The Chief executive will then send you a letter providing the outcome of the investigation and the action taken. This will normally be within 20 working days of the NHS receiving your complaint, unless a longer investigation is required. If this is the case NHS will provide you with updates every 20 working days.
If then, after this course of action you are still dissatisfied with the outcome you may make an appeal within 28 days to:
NHS Quality Improvement Scotland
8-10 Hillside Crescent
Tel: 0131 623 4300
Again, you will be sent acknowledgement within three working days of the Chief Executive receiving your appeal.
The appeal will then be investigated and the outcome reviewed By a panel consisting of two non-executive NHS QIS Board Members and an independent lay chairman nominated by the NHS QIS Board.
The functions of the independent review panels are to Investigate all aspects of the complainant’s grievance as Recorded in writing and to then, make a report setting out conclusions and suggestions.
In order to conduct it’s proceedings the panel will, meet in private having access to all records relating to the handling of the complaint. Both the complainant and the person complained against will have the opportunity to express their views on the complaint in front of the panel.
The NHS QIS Chief Executive will advise you of the outcome of your appeal, including any comments of the chairman and panel members, within 20 working days.
If you are still dissatisfied after this you then have the right to refer the matter on to the Scottish Ombudsman at:
The Scottish Public Services Ombudsman
23 Walker Street
Tel: 0870 011 5378
Helpful Contact numbers for anyone wishing to make a complaint
Word of Mouth Advice Line: 0870 333118
NHS Quality Improvement, Glasgow: 0131 225 6999
NHS Quality Improvement, Edinburgh: 0131 623 4300
Chief Executive NHS Scotland: 0131 623 4300
Scottish Ombudsman: 0870 011 5378
Independent Advice and Support Service: 0845 2311010
The General Dental Council: www.gdc-uk.org
Scottish Ombudsman: www.scottishombudsman.org.uk
Protocol For Private Complaints
The General Dental Council current complaints procedure for private dental patients is to contact the Complaints service on 0845 120 540