At Old Windsor Dental Practice, we want to ensure that all our patients are pleased with their experience of our service. We take complaints very seriously indeed. If a patient makes a complaint, we will deal with the matter courteously and promptly so that it is resolved as quickly as possible. Our procedure is based on these objectives.
Old Windsor Dental Practice has an effective complaints system in place to ensure that identifying, receiving, recording, handling and response to any comments, observations or complaints occurs within a strict timetable which is clearly documented. The complaints system is clearly displayed and all patients and visitors are confident that they will be listened and responded to without fear of discrimination.
Any complainant can be assured that they will be treated in a manner respecting their human rights and diversity; in a sensitive manner and that the complaint can be made by a variety of methods either verbally, by sign language or in writing.
Where they lack confidence or require help, they will be supported by helpful staff members. Their complaint will be fully documented and fairly dealt with and following investigation, lessons learned can lead to changes being made to avoid future complaints.
These clear complaint procedures are monitored and reviewed and the named contact who is accountable for doing this is Lesley Fearnley
This Policy was implemented on: 01/12/2023
This policy and relevant procedures will be reviewed annually and are due for review on: 01/12/2024 or prior to this date in accordance with new guidance or legislative changes.
If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him/her to Lesley Fearnley immediately. If Lesley Fearnley is not available at the time, then the patient will be told when they will be able to talk to the dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
If patients are not satisfied with the result of our procedure, then a complaint may be made to:
Address
2 Lyndwood Parade, St Lukes Road
Old Windsor, SL4 2QX
Contact
Call us: 01753 856233
Email: [email protected]
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