Complaints

If you have a complaint or concern about the service you have received from the dentist or any of the staff at this practice, please let us know. We operate a practice complaints procedure for dealing with complaints. Our complaints system meets national criteria.

How to complain

We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out this way and you wish to make a complaint, we will respond to your complaint within three working days, enabling us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint within 12 months of the incident that caused the problem.

Complaints should be addressed to {Ashley Chisholm} - Complaints Manager, or {Chris Chisholm} – Deputy Complaints Manager. You may ask for an appointment to discuss your concerns. We will explain the complaints procedure to you and ensure your concerns are promptly resolved. It would be a great help if you were as specific as possible about your complaint.

What shall we do:

We aim to deal with all complaints promptly, courteously, efficiently, and preferably on the spot. If complaints cannot be dealt with on the spot, we have a two-stage complaint-handling procedure:

  • Stage 1 Early-Stage resolution and,

  • Stage 2 Investigation.

We will always consider if a complaint can be dealt with at Stage 1. However, if we think the complaint is too complex or severe and needs investigation, we will go straight to Stage 2. Patients also have the right to ask for an Investigation (without going through Stage 1).

Stage 1: Early resolution

  • The aim is to resolve complaints quickly and close to where the service is provided to you. Where appropriate, this might mean giving you an on-the-spot apology and explanation if something has gone wrong and immediate action is taken to resolve the problem.

  • If some enquiries need to be made before responding to a complaint, we will give a response within five working days, using your preferred method of communication.

    • In exceptional circumstances, an additional five working days may be needed to respond to the complaint. This extension will only be applied with your permission.

    • Patients will be made aware of the practice’s complaints policy and where you can turn for support when making a complaint, e.g., the Patient Advice and Support Service (see Contacts).

  • We will offer to arrange a meeting to discuss the matter if you prefer;

  • In any response, offer an apology where appropriate, as well as an explanation and an indication of any identified improvements.

  • If you are unhappy with the Stage 1 response to your complaint, follow Stage 2 Investigation.

  • Ensure all complaints are recorded as soon as possible within five working days.

Step 2: Investigation

We use the Investigation stage where:

  • The complaint is complex and requires a detailed investigation, or

  • You are not satisfied with our Stage 1 Early Resolution response to your complaint.

  • You have asked for an immediate investigation.

  • We will acknowledge receipt of the complaint in writing within three working days, letting you know what action we will be taking and where you can find support for making a complaint, e.g. Patient Support and Advice (PASS) (see Contacts). Provide a copy of the practice’s complaints procedure for you if you do not already have it.

  • Let you know that your complaint will be kept confidential but that we may have to talk to other staff or show them your dental record to investigate the complaint; ask you to let the practice know as soon as possible if you do not want us to share information

  • Following investigation, respond to the complaint in writing and using your preferred method of communication, if different, within 20 working days.

    • If unable to keep to this timescale, let you know, giving the reason why and agree to a revised time limit with you.

  • In the response, let you know the result of the investigation and:

    • offer an apology if things have gone wrong;

    • show that we have looked into the complaint and reply to all the points you have made;

    • explain what we will do to stop what you have complained about happening again;

    • if necessary, explain why we cannot do anything more about some parts of the complaint;

    • offer you the chance to talk to a member of staff if there is anything in the letter you do not understand;

    • include information about the Scottish Public Services Ombudsman in case you are unhappy with the response or how we have handled the complaint and want to take things further.

Complaining on behalf of someone else

Please note that we strictly follow the rules of clinical confidentiality. If you are complaining on behalf of someone else, we must know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (because of physical and mental illness) of providing this.

Contacts

General Dental Council
37 Wimpole Street
London
W1G 8DQ

Telephone:
0845 222 4141 or 020 7887 3800

Email:
www.gdc-uk.org

Healthcare Improvement Scotland is the regulator for independent healthcare services across Scotland and can accept complaints at any time from a complainant.

Contact details are:

Healthcare Improvement Scotland Independent Healthcare Team

Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB

T: 0131 623 4342

E: his.ihcregulation@nhs.scot

Patient Advice and Support Service is available via Citizens Advice Scotland.

www.patientadvicescotland.org.uk

Scottish Public Services Ombudsman (SPSO)
4 Melville Street
Edinburgh
EH3 7NS

T: 0800 377 7330

www.spso.org.uk

Freepost EH641, Edinburgh EH3 0BR

Open from 9.00 am – 5.00 pm (Mon – Fri), from 10.00 am – 5.00 pm (Tues)