Tiptree Dental Surgery is dedicated to ‘Having a Clear and Effective Complaints Procedure’ and meeting the GDC ‘Standards for the Dental Team’, CQC and the NHS complaints requirements.
The team is trained to resolve all complaints effectively and efficiently without discrimination. There is an established Complaints Procedure (E-CR605) on which the team are trained on and follow to achieve a favourable outcome.
If a patient is not satisfied despite our best efforts to resolve the complaint they will be informed about other avenues that are open to them such as the GDC Complaints Service and the NHS Ombudsman.
Complaints audits, SEA and reviews are undertaken to improve the care and service delivered.
Patient Complaints Management
- The complaints manager is Beverley Bell
- The Complaints Procedure is displayed in the reception and on the practice website.
- All team members are trained on the Complaints Procedure E-CR605 and the Complaints Policy E-CR606.
- Complaints performance is audited and reviewed annually.
- Patient complaints are handled politely, showing consideration, by listening to patients and by involving them fully in the process or resolving the complaint
- Every complaint is recorded on an incident report (E-CR602) and is logged in the Incident log (E-CR603)
- Complaint records are stored confidentially and only those persons who need to know about a complaint will have access to them. Any correspondence or investigation records about the complaint are stored with the Report and Register and separately from the clinical records
- The practice will aim to resolve things to the patient’s satisfaction and an apology is given when appropriate. The complaints manager may propose possible resolutions to the patient in the first instance.
- All written complaints are acknowledged in writing within 3 working days, with an enclosed copy of the Patient Complaints Procedure (E-CR605). Following the investigation a full response is provided in writing as soon as practical.
- The patient may be invited to a meeting to discuss any possible solutions or aspects of the complaint.
- If the response is likely to take longer than anticipated, the patient will be kept informed about the progress of the complaint management at least every 10 working days
Ideally a patient would complain to us directly in order for us to handle the complaint quickly and effectively.. However, patients can choose to raise a complaint to NHS England by emailing email@example.com.