Contact Us

Complaints Handling Policy

Code of Practice for Patient Complaints

At Riada 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 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.

 

This procedure is based on the following objectives:

 

  • The person responsible for dealing with any complaint about the service which we provide is [Tony McWhirter], the practice Complaints Manager.
  • If a patient complains by telephone or in person, we will listen to their complaint and offer to refer the matter to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to the Complaints Manager and arrangements will be made for this to happen. The member of staff will make a written record of the complaint and provide the patient with a copy as well as passing it on to the Complaints Manager. If we cannot arrange for the Complaints Manager to meet with the patient immediately, we will arrange to investigate the complaint and respond to the patient within a reasonable time.
  • If the patient complains in writing or by email, it will be passed on immediately to the Complaints Manager.
  • If a complaint is about any aspect of clinical care or associated charges, it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
  • We will acknowledge the patient’s complaint in writing or by phone as soon as possible, normally within three working days. We will offer to discuss the complaint at a time agreed with the patient, normally within ten working days. If the patient does not wish to meet us to discuss the complaint, we will attempt to talk to them on the telephone. If we are unable to contact the patient within a reasonable time frame, we will write to them to invite them to discuss the complaint. We will confirm the decision about the complaint in writing and keep the patient informed of the progress of the investigation.
  • We will seek to resolve the complaint speedily and efficiently and will keep the patient informed of the progress of the investigation. Investigations will normally be completed within 10 working days.
  • When we have completed our investigation, we will provide the patient with a full written report. This will include an explanation of how the complaint has been considered, the conclusions reached about the complaint, and details of any necessary remedial action, and whether further action may be taken.
  • Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.

If patients are not satisfied with the result of our procedure, then a complaint may be referred to:

 

  • NORTHERN IRELAND: Northern Ireland Ombudsman, Freepost BEL 1478, Belfast BT1 6BR. Telephone: 0800 343 424 or www.ni-ombudsman.org.uk for complaints about NHS treatment.
  • Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER. Telephone: 08456 120 540 or www.dentalcomplaints.org.uk for complaints about private treatment.
  • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ, the dentists’ registration body.