Complaints policy

Introduction

The procedure applies to complaints received from patients, former patients, and any person who is affected by or likely to be affected by the action, omission, or decision of the practice.

Receiving a complaint

Complaints do not have to be made in writing, they can be made in person by telephone or by email.
The team member should not attempt to investigate complaints further.

If the complaints manager or deputy is not available to speak to the complainant at the point of contact a suitable date and time for a meeting should be arranged. If possible, the complainant should be asked to complete and sign the complaint form which would be passed to the complaints manager. A copy of this should also be given to the complainant.
It may be appropriate for this to be done away from the main reception area for the complaint to remain confidential.
Receiving comments or concern

It may be that a patient decides to raise a comment or concern regarding a service provided by the practice. The patient may not want to make a formal complaint however, the practice should act on any issues raised if they could improve the services provided. It is important that people know that they have been heard and that in some cases action is taken. In these cases, a record should be kept on the problem report sheet and passed on to the complaints manager.

Investigating a complaint

The complaints manager should see or telephone the person complaining as soon as possible and always in private.

Sufficient time should be set aside to hear the person’s concerns fully and notes documented. A copy of these notes should be sent to the complainant after the meeting.

An expression of regret or apology may be appropriately given at this stage.

If the person complaining is not the patient, the practice will need consent from the patient to investigate the complaint.

All complaints should be acknowledged in writing or in a format accessible to the complainant, within 2 working days of receipt.

Investigation of the complaint may include establishing the facts by talking to staff involved. Action/summary and interview sheets may be completed.

The complaints manager may feel that conciliation would be appropriate, and arrangements would be made with the PCT to use a lay conciliator. However, the complainant must agree to this.

The complaints manager may discuss his/her findings with the senior partner to decide upon a response.

The person complaining will be sent a response to write or in a format accessible to the complainant within 10 working days of his/her original contact with the practice. In some cases, it may not be possible to respond within the 10-working day, in this circumstance, the complaint should be advised of the reason why a response cannot be made.

Within the final response to the complaint, the practice should advise the complainant that if they are dissatisfied with the response received then they can contact the complaints manager to discuss the matter further or have the right to refer their complaint to the healthcare commission.

Any correspondence relating to a complaint will be in writing, however, arrangements can be made for correspondence to be in the form of Braille or on an audio tape.

Who to contact

Angela Storey
Tyneside Dental
31 Tynemouth Road
Howdon
Wallsend
NE28 0AA
0191 2623645
Email tynsidedental@gmail.com

Patient Advice and Liaison Service

The Old Stable
Greys Yard
Morpeth
Northumberland
NE6 1QD
Tel: 0800 0320202
Email northofthetynepals@net.nhs.uk