Any patient wishing to make a complaint is taken into a private area and time is given to hear the complaint in full. If the complainant is not the patient, written consent must be provided by the patient on whose behalf the complaint is lodged.
When a complaint is made, Dr Scott Simpson will record the relevant information on a complaint form, which is then signed by the patient.
It is explained to the patient that the matter will be investigated and a report or acknowledgement will be supplied within two working days. The complaint form is referred immediately to practice management.
Depending on the nature of the complaint, the practice management will endeavour to resolve the complaint as far as possible to the patient's satisfaction.
The patient is informed of the outcome in writing. In the case of minor matters the patient may be informed by telephone.
Lynwood Dental Care follows the National time limits for complaints as follows:
- a written acknowledgment is sent within 2 working days (unless a full reply can be completed within 5 working days).
- a full response is sent within 20 days; or, where an investigation is ongoing, a full response is sent within 5 days of its conclusion.
At all times the patient will be supported in their access to this procedure.
Patients should be assured that having raised a complaint, it will not affect their standard of care and treatment in any way.
If the patient remains unhappy with the way the complaint has been handled, they can contact the Dental Complaints Service for further help and support.
Their registered address:
Dental Complaints Service
The Lansdowne Building
2 Lansdowne Road
Croydon CR9 2ER
Additional contact details:
Telephone 08456 120540
This page was last updated on the 27th of February 2014