Ciao paolo Dental Practice Complaints policy
In this practice we take complaints very seriously indeed and we try to ensure all our patients are pleased with the 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 a service to be handled. We learn from every mistake we make and we respond to patients in a caring and sensitive manner.
1.The person responsible for dealing with any complaints about the service we provide is PAUL TREVISAN BDS.
2. If a patient complains on the telephone or at reception desk, we will listen to that complaint and offer to refer that patient to Mr Trevisan immediately.
If Mr Trevisan is not available at that time, then the patient will be able to talk with the Practice representative Paula Grant. If we cannot arrange this within a reasonable time or if the patient does not wish to wait to discuss the matter then arrangements
will be made to deal with the complaint.
3. If the patient complains in writing the letter will be passed on immediately to Mr Trevisan.
4. If a complaint is about any aspect of clinical care then it would normally be referred to the dentist, unless the patient does not want this to happen.
5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within two working days. We will seek to investigate the complaint within ten working days of the complaint being received to give an explanation of the circumstances that led to the complaint. If the patient does not wish to meet us, we will attempt to talk to him over the telephone. I we are unable to investigate the complaint within ten working days then we will notify the patient, giving reasons
for the delay and a likely period within which the investigation will be completed.
6. We will confirm our findings about the complaint in writing to the patient immediately after completing our investigation.
7. Proper and comprehensive reports are kept of any complaints received.
8. If a patient is not satisfied with the results of the procedure then a complaint can be made to the NHS Complaints Ombudsman.
The Scottish Public Services Ombudsman
4 Melville St
Edinburgh EH3 7NS
0870 011 5378
For private treatment contact :
The Dental Complaints Service
2 Cherry Orchard Rd
Croydon CR0 6BA
T: 0845 120 540
454 Crow Road, Glasgow, G11 7DR
Freedom of information Scotland Act.