Complaints Procedure

Bruntsfield Practice for Patient Complaints

In this practice we take complaints very seriously indeed 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 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 Kate Willison the Practice 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.
  • 3. 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.
  • 4. The member of staff will make a written record of your complaint and provide the patient with a copy as well as passing it on to the Complaints Manager.
  • 5. If we cannot arrange this within a reasonable period if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  • 6. If the patient complains in writing or by email it will be immediately passed to the Complaints Manager.
  • 7. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the Dentist concerned, unless the patient does not want this to happen. Please advise the Practice complaints Manager within 1 week of receiving the acknowledgement if you do not wish for your complaint to be passed on to your dentist.
  • 8. We will acknowledge the patients complaint in writing and enclose a copy of this Code of Practice soon as possible, normally within three working days. We will also inform the patient of the expected timescale for completing the process.
  • 9. We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far as reasonably practical, as to the progress of the investigation. Investigations will normally be completed within three weeks. Complex investigations may take longer, normally no longer than six months.
  • 10. When we have completed our investigation, we will provide the patient with a full written report. The report will include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.
  • 11. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint
  • 12. If patients are not satisfied with the result of our procedure we will offer to discuss the complaint at a time agreed with the patient.
  • 13. If it is still not possible to resolve the matter the complaint may be referred to:
  • • Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP, telephone: 0345 015 4033 or www.ombudsman.org.uk for complaints about NHS treatment
    • The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER, 08456 120 540 or www.dentalcomplaints.org.uk for complaints about private treatment.
    • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ the dentists’ registration body.
    • NHS ENGLAND, PO BOX 16738, Redditch, B97 9PT
    EMAIL: England.contactus@nhs.net please write ‘For the attention of the Complaints Manager ‘ in the subject line
    Telephone: 0300 311 22 33 (Mon – Fri 8am to 6pm excluding bank holidays)