Complains Procedure
Code of Practice for Patient Complaints
At Brighton Dental Centre, we take patient complaints very seriously and are committed to ensuring a positive experience for all our patients. When a patient does express dissatisfaction, we address it courteously and promptly, aiming to resolve the matter as swiftly as possible. This procedure reflects our commitment to handling complaints professionally and with empathy.
Our goal is to respond to complaints in the way we would wish our own concerns to be addressed. We view each complaint as an opportunity to learn and improve, addressing patient concerns in a sensitive and caring manner.
Complaint Handling Responsibility
The individual responsible for managing complaints at Brighton Dental Centre is Miss Rima Ramanuj, Practice Manager. The practice’s contact number & Email ID for complaints is +44 1273 220965 & practice.manager@brightondental.co.uk
Complaint Procedure
• In Person or Telephone Complaints: If a patient complains in person or by phone, we will listen and refer them to the Practice Manager, Miss Rima Ramanuj, immediately. If she is not available, the patient will be informed of when they can speak with her, and arrangements will be made to facilitate this. A staff member will take brief details of the complaint and pass them along to Miss Rima Ramanuj. If a timely conversation with the Practice Manager is not possible or the patient prefers not to wait, another qualified team member will be assigned to handle the matter.
• Written or Email Complaints: Complaints received by email or in writing will be immediately forwarded to Miss Rima Ramanuj, the Practice Manager.
• Clinical Care or Charges Complaints: Any complaint regarding clinical care or associated charges will typically be directed to the relevant dentist unless the patient prefers otherwise.
Acknowledgement and Resolution Timeline
• We will acknowledge receipt of the complaint in writing and provide a copy of this Code of Practice within three working days.
• Our aim is to investigate and respond to the complaint within ten working days of receipt, offering an explanation of the circumstances that led to the complaint. If the patient does not wish to meet in person, we will attempt to discuss the matter over the phone. Should additional time be needed for the investigation, the patient will be notified with an explanation for the delay and an estimated completion timeline.
Final Response and Record-Keeping
• Upon completing our investigation, we will confirm our decision and any actions taken in writing.
• Comprehensive records of all complaints and related actions to improve service quality are maintained.
External Escalation
If a patient is not satisfied with our internal complaint resolution, they may contact:
• The Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London, SW1P 4QP
Telephone: 0345 015 4033
Website: www.ombudsman.org.uk
• The Dental Complaints Service
The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER
Telephone: 08456 120 540
Website: www.dentalcomplaints.org.uk
• NHS Treatment Complaints
NHS Commissioning Board
PO Box 16738
Redditch, B97 9PT
Telephone: 0300 311 2233
Email: England.contactus@nhs.net
Website: www.england.nhs.uk
• The General Dental Council
37 Wimpole Street, London, W1G 8DQ
Telephone: 0845 222 4141
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, investigating them in a full and fair way and take great care to protect your confidentiality. We
learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint, and we will be happy to answer any questions you may have about this procedure.
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 accept complaints made verbally as well as written complaints. If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly to NHS Sussex Integrated Care Board on Tel: 0300 140 9854 Email: sxicb.complaints@nhs.net Post: NHS Sussex, Sackville House, Brooks Close, Lewes BN7 2FZ.
The Practice Manager, Rima Ramanuj, is the Complaints Manager and will be your personal contact to assist you with any complaints. We aim to resolve verbal complaints within 24 hours where possible, but if you complain in writing the Complaints Manager will send an acknowledgement letter within 3 working days and will aim to provide a full response in writing as soon as practical. You can send your complaintsto 69-75 Dyke Rd, Brighton and Hove, Brighton BN1 3JE, call us on 01273 220965 or email the Complaints Manager on practice.manager@brightondental.co.uk
If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when it is suitable for you and the practice. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint. If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you at least every ten working days to keep you informed of the reason for any delays, the progress of the investigation and the proposed date it will be completed.
When the investigation has been completed, you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can. You will also be 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.
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. If you are dissatisfied with our response to a complaint, you can take the matter further, please see the contacts below.
If you are dissatisfied with our response to a complaint, 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. Please see the contact details below.
Contacts
GDC private dental complaints service can be contacted by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk. The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org contact them on information@gdc-org.uk or by calling 020 7167 6000.
If you are still unhappy about your NHS complaint, you can contact the Parliamentary Health Ombudsman (England): by calling 0345 015 4033 or visiting www.ombudsman.org.uk. You can also contact the Care Quality Commission (CQC) who regulates private and NHS dental care services in England by calling 03000 616161. They can take action against a service provider that is not meeting their standards.