Complaints Procedure

Our Commitment to You

At Newkirkgate Dental Care we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.

Our aim is to react to complaints in the way in which we would want our own complaint about a service to be handled. We learn from every mistake that we make and we respond to patients’ concerns in a caring and sensitive way.

If something hasn’t gone the way it should, whether that’s a clinical matter, a question about charges, or simply the way you were treated, please tell us. We would always rather hear from you directly than have you leave feeling unhappy.

Who Handles Complaints

The person responsible for dealing with any complaint about the service we provide is:

How to Make a Complaint

By Phone or In Person: If you complain by telephone or in person, we will listen to your complaint and offer to refer you to the Complaints Manager immediately. If the Complaints Manager is not available at the time, you will be told when they will be able to speak with you and arrangements will be made for this to happen.

A member of staff will make a written record of your complaint and provide you with a copy, as well as passing it on to the Complaints Manager. If we cannot arrange this within a reasonable period, or if you do not wish to wait, arrangements will be made for someone else to deal with it.

By Email or in Writing: If you complain in writing or by email, your complaint will be passed on immediately to the Complaints Manager.

Send written complaints to:

Vicky Papanika – Complaints Manager Newkirkgate Dental Care 2 Great Junction Street Leith Edinburgh EH6 5LA

Email: smile@newkirkgatedental.co.uk

What Happens After You Complain

Acknowledgement: We will acknowledge your complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days. We will offer to discuss the complaint at a time agreed with you and ask how you would like to be kept informed of developments by telephone, face-to-face meeting, letter or email.

Investigation: We will seek to investigate your complaint speedily and efficiently and will keep you regularly informed of progress as far as is reasonably practicable. Investigations will normally be completed within 20 working days.

If a complaint relates to any aspect of clinical care or associated charges, it will normally be referred to the dentist concerned, unless you do not wish this to happen.

Our Response: When we have completed our investigation, we will provide you with a full written report. This will include:

• An explanation of how your complaint has been considered
• The conclusions reached in respect of each specific part of your complaint
• Details of any necessary remedial action
• Whether the practice is satisfied with any action it has already taken or will be taking as a result of your complaint

If You Are Not Satisfied With Our Response

If you are not satisfied with the outcome of our complaints procedure, you have the right to refer your complaint to an independent body. The appropriate organisation depends on the nature of your complaint.

NHS Treatment For complaints about NHS dental treatment:

NHS Lothian: Contact NHS Lothian Patient Relations directly in the first instance. Phone: 0131 537 8444

Scottish Public Services Ombudsman: Freepost SPSO Edinburgh EH3 0BR Phone: 0800 377 7330 Website: www.spso.org.uk

Private Treatment For complaints about private dental treatment:

Dental Complaints Service: Stephenson House 2 Cherry Orchard Road Croydon CR0 6BA Phone: 08456 120 540

Professional Conduct For complaints about the professional conduct or fitness to practise of any registered dental professional:

General Dental Council 37 Wimpole Street London W1M 8DQ Website: gdc-uk.org

How We Record Complaints

Proper and comprehensive records are kept of every complaint received, as well as any actions taken to improve our services as a consequence. We review our complaints regularly as part of our ongoing commitment to improving the care we provide.

Code of Practice Details