Complaints Policy
Complaints Policy
Complaints Policy
Code of Practice for Patient Complaints
At Beyu Dental, we take complaints very seriously and are committed to ensuring all patients are pleased with their experience of our service. If a patient makes a complaint, it is handled courteously and promptly so that the matter can be resolved as quickly as possible. This policy reflects our values and dedication to learning from every mistake and responding with care and sensitivity.
At Beyu Dental, we take complaints very seriously and are committed to ensuring all patients are pleased with their experience of our service. If a patient makes a complaint, it is handled courteously and promptly so that the matter can be resolved as quickly as possible. This policy reflects our values and dedication to learning from every mistake and responding with care and sensitivity.
Responsibility
The person responsible for managing complaints is the Practice Manager.
The person responsible for managing complaints is the Practice Manager.
How Complaints Are Handled
How Complaints Are Handled
How Complaints Are Handled
Verbal Complaints (Phone or In Person):
The patient will be offered an immediate referral to the Practice Manager.
If the Practice Manager is unavailable, the patient will be informed of when they can speak with her or be offered an alternative contact.
A staff member will take brief details of the complaint and pass them on to the Practice Manager.
The patient will be offered an immediate referral to the Practice Manager.
If the Practice Manager is unavailable, the patient will be informed of when they can speak with her or be offered an alternative contact.
A staff member will take brief details of the complaint and pass them on to the Practice Manager.
Written or Email Complaints:
These will be forwarded immediately to the Practice Manager.
These will be forwarded immediately to the Practice Manager.
Clinical Care or Charges:
If the complaint relates to clinical care or treatment costs, it may be referred to the treating dentist, unless the patient requests otherwise.
If the complaint relates to clinical care or treatment costs, it may be referred to the treating dentist, unless the patient requests otherwise.
Acknowledgement and Investigation
Acknowledgement and Investigation
Acknowledgement and Investigation
Complaints will be acknowledged in writing within three working days. A copy of this Complaints Policy will be included.
We aim to investigate the complaint within ten working days and provide a full explanation of the circumstances leading to the issue.
If the patient prefers not to meet, we will attempt to resolve the matter in writing or via telephone.
If the investigation cannot be completed within ten working days, we will inform the patient of the delay and provide a new timeframe.
Once the investigation is complete, we will confirm our decision in writing.
Complaints will be acknowledged in writing within three working days. A copy of this Complaints Policy will be included.
We aim to investigate the complaint within ten working days and provide a full explanation of the circumstances leading to the issue.
If the patient prefers not to meet, we will attempt to resolve the matter in writing or via telephone.
If the investigation cannot be completed within ten working days, we will inform the patient of the delay and provide a new timeframe.
Once the investigation is complete, we will confirm our decision in writing.
Record Keeping and Improvements
Comprehensive records are kept of all complaints received.
We document any action taken to improve services because of a complaint.
Comprehensive records are kept of all complaints received.
We document any action taken to improve services because of a complaint.
If You Are Not Satisfied
If you remain dissatisfied with the outcome of our procedure, you may contact one of the following independent bodies:
The Dental Complaints Service
The Lansdowne Building, 2 Lansdowne Road, Croydon CR9 2ER
Tel: 08456 120 540
www.dentalcomplaints.org.uk
If you remain dissatisfied with the outcome of our procedure, you may contact one of the following independent bodies:
The Dental Complaints Service
The Lansdowne Building, 2 Lansdowne Road, Croydon CR9 2ER
Tel: 08456 120 540
www.dentalcomplaints.org.uk