It is the aim of this practice to ‘Have a Clear and Effective Compliants Procedure’ by meeting the GDC ‘Standards for the Dental Team’, [to meet the NHS compliants requirements] and deliver good practice in complaint handling.
The team is trained to resolve all compliants promptly, efficiently and politely by following our Patient Compliants Procedure and Compliant Management procedures. The team responds to complaints in the time limits set by the Complaints Procedure and always provides constructive responses to complaints. The practice never discrimiates against a patient who has made a compliant.
Team members do not react defensively to a compliant but listen carefully to a patient who makes one and involves them fully in the process of managing it. The team member will make best endeavours to meet any outcomes the patient expects.
If a patient is not satisfied despite our best efforts to resolve the complaint, they will be informed about other avenues that are open to them such as the GDC Dental Complaints Service and the NHS Ombudsman.
The team are regularly trained in compliant handling and are involved in the regular review of complaints, complaints procedures and management so that services, policies and procedures can be continually improved.