At Meadows Dental Care 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 complaints policy and procedures are based on these objectives.
We display the General Dental Council’s 6 core principles for ensuring that we get the most from patient feedback and complaints for the benefit of all in Reception area.
At Meadows Dental Care, we have an effective complaints system in place to ensure that identifying, receiving, recording, handling and responding to any comments, observations, concerns or complaints occurs within a strict timetable that is clearly documented. Our Code of Practice for patients who wish to raise concerns is displayed in reception areaand all patients and visitors should feel confident that they will be listened to and responded to without fear of discrimination or recrimination. Our Complaints Policy and Procedures are Policy Folder.
We aim to ensure that any complainant is treated sensitively and in a manner that respects their human rights and diversity.
We recognise that a complaint is any expression of dissatisfaction with our service, treatment or advice and that a complaint can be made by a variety of methods, including verbally, by sign language or in writing.
In situations where a patient may lack confidence to express their views, or require help to do so, they will be supported by helpful team members. All patients’ complaints are fully documented and investigated and are dealt with fairly.
At Meadows Dental Care we view complaints as an opportunity to improve our service delivery and to learn lessons that will help us make changes with the intention of avoiding a repetition of any similar complaint.
To help us learn lessons from complaints, we track and analyse all our complaints to identify trends that will help us improve our service.
Our complaints procedures are monitored and reviewed regularly and the named contact who is accountable for doing this is Kayley Steer.
This Policy was implemented on 21st February 2023.
This policy and relevant procedures will be reviewed annually and are due for review on 21st February 2024 or prior to this date in accordance with new guidance or legislative changes or as a result of learnings following a complaint.
If a patient complains on the telephone, at the reception desk or anywhere else in the practice, we will listen sympathetically to their complaint and make notes about his/her issues or problems, provided that the patient consents to us doing this.
Having first listened to the patient’s complaint, we will offer to refer him/her to Kayley Steer immediately. If Kayley Steer is not available at the time, the patient will be advised of when Kayley Steer will be able to speak to him/her and arrangements will be made for this to happen. If the patient has consented to their concerns or issues being written down, the team member will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable time period or if the patient does not wish to wait to discuss the matter, arrangements will be made for Cheryl Lawrence to deal with it.
Our aim in handling verbal complaints is always to try to resolve the issue to the patient’s satisfaction so that it does not escalate and become a written complaint.
If patients are not satisfied with the result of our procedure, then a complaint may be made to:The Dental Complaints Service for complaints about private treatment
Patients of all ages are welcomed at Meadows Dental Care; we have the expertise and equipment to address a wide variety of dental problems. From our extensive menu of services, you will find what you are looking for when you want the best care for your smile.