complaints procedure for Portner Pittack Dental Practice

Complaints

It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, we investigate them in a full and fair way and take great care to protect your confidentiality.

Our Approach

We like our patients to be confident in all members of the team here and to be happy with all aspects of their care.

If for any reason you feel that we have fallen short of the standards you expect from Portner Pittack Dental Practice, we want to hear from you.

Objectives

Complaints are handled in accordance with our complaints procedure which will:

  • Enable you to fully express your comments and complaints
  • Provide you with an explanation of what happened and why
  • Explain what will be done to correct the situation
  • Prevent a recurrence of the incident

Third Parties

Where the complaint is made on behalf of a patient, the practice must receive written consent from the patient to discuss the matter with a representative.

What should I do?

If you are not entirely satisfied with any aspect of our care or service please let us know as soon as possible to allow us to address your concerns promptly. We will never discriminate against patients who have made a complaint.

Please address all complaints to Sara Pittack or Jon Portner if your complaint is about Rob Pittack. If we cannot resolve your complaint immediately it will be acknowledged in writing within 3 working days together with the practice complaints leaflet and we aim to provide a full response within 10 working days.

If Sara or Jon are unavailable, we will take brief details about the complaint and let you know when you can talk to a suitable team member as soon as possible.

Should the complaint need to be investigated, this may involve the person who treated you, members of the team or others. In some cased the investigation may take longer than 10 working days, in which case you will be informed about the reason for the delay, the progress of the investigation and the proposed date it will be completed.

Investigation

We will acknowledge a complaint verbally or in writing within three working days and advise you that the matter is being investigated.

The complaints manager may propose practical solutions to the patient in the first response. This can be done by telephone so long as full records of the conversation are kept. If responding verbally, the patient is sent a follow-up letter confirming the details of the telephone conversation with a copy of the Patient Complaints leaflet.

Procedure

The practice manager will interview the appropriate clinicians and staff for their views and comments. If necessary we will contact you by phone or arrange a meeting to clarify the complaint.

All information regarding the complaint will be recorded in writing and held separately and confidentially away from your clinical records

Response

The practice will formally respond to the complaint in writing within ten working days. If for any reason this process is delayed you will be advised as to the cause and given an estimated response time.

When the investigation has been completed, you will be informed of its outcome in writing and where suitable invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.

Records and Procedures following a complaint

All written records of complaints (including their investigations, outcomes and actions) will be held separately from your clinical notes.

We regularly analyse patient complaints to learn from them and to improve our services. That's why we always welcome your feedback, comments, suggestions and complaints.

Contact Details

If you feel unhappy about our response to a complaint you can take it further, please see the contacts below.

Contacts

For private dental treatment you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue by calling 020 8253 0800 or visiting a www.dentalcomplaints.org.uk

You can contact the Care Quality Commission by calling 03000 61 61 61 or visit www.cqc.org.uk/yourexperience

The General Dental Council is responsible for regulating all dental professionals, you can contact them on information@GDC-org.uk or by calling 0845 222 4141.

You can also contact the Parliamentary Health Ombudsman (England): by calling 0345 015 4033 or visiting www.ombudsman.org.uk

opening hours

  • Monday - 8.30am - 6pm
  • Tuesday - 9.00am - 8pm
  • Wednesday - 8.30am - 6pm
  • Thursday - 8.30am - 6pm
  • Friday - 8.30am - 5pm
  • Saturday by appointment