Complaints Procedure

Code of Practice for Handling Complaints

In this practice we take complaints very seriously and try to ensure that all patients are pleased
with their experience of our services. When patients complain, they are dealt with courteously and
promptly so that the matter is resolved as quickly as possible.

Complaints made to the practice

• The person responsible for dealing with any complaints about the service is our dedicated complaints handler.
• If a patient complains on the telephone or at the reception desk, we will listen to his or her
  complaint and offer to refer him or her to our complaints handler. 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 wait to discuss the matter, arrangements will be made for
  someone to deal with it.
• If the patient complains in writing the letter will be passed on immediately to the dedicated complaints handler.
• 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.
• We will acknowledge the patient’s complaint including a copy of this Code of Practice within
  three working days. You will be invited to discuss your concerns; we will seek to investigate the
  complaint within the agreed response period of the complaint being received to explain the
  circumstances which led to the complaint. If we are unable to investigate the complaint within
  this agreed time period, we will notify the patient, giving reasons for the delay and a likely
  period within which the investigation will be completed.
• We will confirm the decision about the complaint in writing immediately after completing our
  investigation. This will be within 14 days of the compliant received
• Proper and comprehensive records are kept of any complaint received.
• Abbey House Dental welcomes all complaints; any patient that makes a complaint will not be
  adversely treated due to having complained. If you do not wish to complain directly to the
  Practice you can address your complaint directly to the relevant body.
• Should a patient make a complaint or claim, we may need to provide information about the
  patient, and treatment they have received, to insurers, indemnifiers or legal advisers.

Complaints Handlers by Location

Stone: Natalie Hadley
Rugeley: Gemma Anderson
Festival Park: Jessica Graham

Complaining to NHS Commissioner

We hope that if you have a problem, you will use our practice complaints procedure. We believe
this will give us the best chance of putting right whatever has gone wrong and an opportunity to
improve our practice. This does not affect your right to approach the NHS Commissioner if you feel
you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.

Should you wish to make a direct complaint to the Commissioner please contact:

Telephone: 020 3198 9743

E-mail: nclicb.complaints@nhs.net

Post

North Central London Integrated Care Board
Complaints Team, Laycock PDC, Laycock Street
London
N1 1TH

Dental Complaints Service
37 Wimpole Street, London, W1G 8DQ
Telephone: 020 8253 0800
(Monday – Friday 9 am – 5 pm)

General Dental Council
37 Wimpole Street, London, W1G 8DQ
Telephone: 0845 222 4141 or 020 7887 3800
Email: www.gdc-uk.org

If you have a formal complaint to make, it is always advisable to try and resolve an issue directly with the provider in the first instance.

Approved By: Kelly Davies
Date Published: 17/07/2023