The Bath Dental Clinic Limited

 Code of Practice for Handling Patient Complaints

We want our service to meet your expectations. If you have a concern or complaint about any aspect of our service, we want to know about it and to identify how we can improve to ensure that we meet your expectations in the future. We want to learn from any feedback we receive and improve the service we provide to all our patients.

 We will deal with complaints courteously and promptly and aim to resolve the matter as quickly as possible.

Making a complaint

If you wish to make a complaint, or simply let us know how we could have done better, please contact Kate Kerr, our Complaints’ Manager:

 ·         By telephone on 01225 333848

·         By email at reception@bathdentalclinic.co.uk

·         By letter to Kate Kerr, Bath Dental Clinic, Catharine Cottage, 21 Catharine Place, Bath, BA1 2PS

·         In person.

 The Complaints’ Manager usually works at the practice on Tuesday-Friday 07:30 until 18:00 and will endeavour to be available during these times. You may find it more convenient to make an appointment with Complaints’ Manager to ensure that she can dedicate sufficient time to meet with you.

 If you contact the practice to make a complaint and the Complaints’ Manager is not available, we will arrange a convenient time for them to contact you. We will ask you for brief details of your complaint so that the Complaints’ Manager can gather any useful information before contacting you. You will be given a copy of any notes made for the Complaints’ Manager.

 If the matter requires a more immediate response, we will arrange for a senior member of the clinical dental team to deal with it.

 If your complaint is about your dental treatment or the fee charged, we will usually ask the dentist concerned to contact you, unless you do not want this.

 We acknowledge all complaints in writing and enclose a copy of our Code of Practice. Normally this is within 3 working days.

Investigating a complaint

We will discuss the complaint with you and we will ask you how you would like to be kept informed of developments – by telephone, letters or e-mail or by face-to-face meetings. We will let you know how we will deal with your complaint and the likely timescale that the investigation will take to complete. If you do not wish to discuss the complaint further, we will still let you know the expected timescale for completing the investigation.

 We will investigate your complaint promptly, within 10 working days or, if the issues are complex, within 6 months and, as far as reasonably practicable, will let you know how our investigation is progressing.

 When we have completed our investigations, we will provide you with a full written report, unless you have told us that you do not wish further communication. The report will explain how we considered the complaint, the conclusions we reached for each part of your complaint, details of any remedial action we have taken and whether further action is needed.

Records

We keep and maintain proper and comprehensive records of any complaints that we receive and any action we have taken following investigation.  We review these records regularly to ensure that we take every opportunity to improve our service.

If you are not satisfied

If your complaint was about your dental treatment and you are not satisfied with the result of our investigation, you can seek support and advice from the following independent organisations;

For complaints about NHS treatment:

ENGLAND:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP (0345 015 4033 or www.ombudsman.org.uk).

For complaints about private treatment:

Dental Complaints Service, 37 Wimpole Street, London W1G 8DQ

(020 8253 0800 or online at https://contactus.gdc-uk.org/dcs/Complaint/PrivatePatients).

 Signed: Kate Kerr

 Date: 13th August 2024

 Review date: 12th August 2025