Complaints

Our aim and objectives

In this practice 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. This procedure is based on these objectives.

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 our patients’ concerns in a caring and sensitive way.

If you have a complaint about the service you have received from the Orthodontists or any of our staff please let us know. We operate a Practice Complaints Procedure as part of the NHS system for dealing with complaints and our complaints system adheres to the National Criteria.

How to complain to us

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.

Explain the problem or concern either verbally to the member of staff with whom you are dealing with as they may be able to resolve the matter for you quickly. Please make sure they understand your complaint properly.

If you are still not happy with the situation, then send your Complaint in writing and address it to our Practice Complaints Administrator – Miss Saado Aden, ideally within a matter of days or at most a few weeks up to until six months. This will enable us to establish what happened more easily. Alternatively you may ask for an appointment with Miss Saado Aden in order to discuss your concerns.

Miss Saado Aden will explain the complaints procedure to you and ensure that your concerns are dealt with promptly. It would be of great help if you are as specific as possible about your problem.

Should your complaint involve Miss Saado Aden, please feel free to address it to Dr. M. Alimadadian.

What we shall do

• Acknowledge receipt of your complaint within three working days
• Aim to have looked into your complaint within ten working days of the date you raised it with us.
• If we are unable to investigate the complaint within ten working days we will notify you giving reasons for the delay and a likely period within which the investigation will be completed.
• We shall then be in a position to offer you an explanation or a meeting with those involved.

In investigating your complaint we aim to:

• Find out what happened and went wrong
• Make it possible for you to discuss the problem with those concerned. This will be done with your consent and if you choose not to then we will keep to our strict rule of confidentiality.
• Make sure you receive an apology where this is appropriate.
• Identify what can be done to ensure the problem does not happen again.

Complaining on behalf of someone else

Please note that we MUST keep the strict rules of confidentiality.

If you are complaining on behalf of someone else, we have to know you have permission to do so. A note signed by the person concerned will be needed unless they are incapable of providing this.

Complaining to Relevant External Organisations

We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve the service we provide at our practice.

If you are receiving NHS treatment:

You are welcome to forward your complaint to the NHS England if you feel you cannot raise your complaints and concerns with us or if you are dissatisfied with the result of our investigation.

If you believe that neither the practice nor the NHS England handled your complaint satisfactory, you can complain to the Parliamentary and Health service Ombudsman and request them to look in the matter.

If you are receiving Private treatment:

You are welcome to forward your complaint to the DENTAL COMPLAINTS SERVICE if you feel you cannot raise your complaints and concerns with us or if you are dissatisfied with the result of our investigation.

Contacts Details:

• NHS PATIENTS:
  NHS England
  P.O Box 16738
  Redditch
  B97 9PT
  Tel: 03003112233 (Monday to Friday 8am to 6pm, excluding Bank Holidays)
  Email: england.contactus@nhs.net (please state: ‘For the attention of the complaints team’ in the subject line)
• Private Patients:
  DENTAL COMPLAINTS SERVICE:
  Dental Complaints Service
  Stephenson House
  2 Cherry Orchard Road
  Croydon
  CR0 6BA
• THE OMBUDSMAN:
  Parliamentary and Health Service Ombudsman
  Millbank Tower
  Millbank
  London
  SW1P 4QP
  Telephone: 0345 015 4033
  Email: phso.enquiries@ombudsman.org.uk