Information for Patients – Hampton House Dental Practice
If you have a complaint or concern about the service you have received from the dentists or any of the staff working in this practice, please let us know. We operate a practice complaints procedure and Mrs B Hodson practice manager, Mr R D Kidy & Mrs P Sarna practice Owners are responsible for dealing with all complaints about our service. Our complaint system adheres to national criteria.
How to Complain
We hope that most problems can be sorted out easily and quickly, at the time they arise and with the person concerned. If your problem cannot be sorted in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened most easily. If it is not possible to do that, please let us have details of your complaint:
- within 6 months of the incident that caused the problem; or
- within 6 months of discovering that you have a problem, provided this is within 12 months of the incident
Complaints about the treatment you received should be made to the dentist who normally sees you. Alternatively, you may ask for an appointment with Mrs B Hodson practice manager, in order to discuss your concerns. She will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will help if you are as clear as possible about your complaint.
What We Shall Do
We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us, however, if the issue is complex this could take up to six months. We shall then be in a position to give you an explanation, or offer a meeting with those involved.
On completion of our investigation, we will provide the patient with a full written report, which will include:
- find out what happened and what went wrong
- enable you to discuss the problem with those concerned, if you would like this;
- ensure you receive an apology, where this is appropriate;
- identify what we can do to make sure the problem does not happen again
Complaining on Behalf of Someone Else
Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless that they are incapable of providing this because of physical or mental illness or are a child under 16 years.
Complaining to Dental Complaints Service
We hope that, if you have a problem, you will make use of our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However this does not affect your right to complain to the Dental Complaints Service, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. If you wish further advice you should contact: Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA. Tel. 020 8253 0800 E-mail: firstname.lastname@example.org
For those patients who have a complaint regarding treatment they have received under the NHS – NHS England can also be contacted – their contact details are as follows: PO Box 16738, Redditch, B97 9PT tel 0300 311 2233 E-mail email@example.com or the Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP tel 0345 015 4033 www.ombudsman.org.uk. Advice and information can also be obtained from “Healthwatch Leicestershire” 46 Humberstone Gate, Leicester LE1 3PJ Tel: 0116 2518313.
You may also like to contact The General Dental Council for more advice, The General Dental Council, 37 Wimpole Street, London. W1M 8DQ Tel. 020 7887 3800 E-mail: Complaints@gdc-uk.org
For patients with a Denplan payment plan, contact the Clinical Mediation and Risk Management team for advice at: Simplyhealth Professionals E-mail firstname.lastname@example.org Tel. 0800 169 7220.
Reviewed October 2018 next review date: October 2019
Hampton House Dental Practice 176 London Road Leicester LE2 1ND