Castle Dental Practice, Lincoln
01522 543213
info@castledentallincoln.co.uk
19 Burton Road, Lincoln, LN1 3JY
In this practice, we take complaints very seriously and strive to ensure that all our patients are satisfied with their experience of our service.
When patients complain, they are treated courteously and promptly to resolve the matter promptly. This procedure is based on these objectives. We aim to respond to complaints as we would want our complaint about a service to be handled. We learn from every mistake we make and respond to customers’ concerns with care and sensitivity.
The person responsible for handling any complaints about our service is the Practice Manager.
If a patient complains by telephone or in person, we will listen to their complaint and offer to refer them to the Practice Manager immediately. If the Practice Manager is unavailable at the time, the patient will be informed when they can speak with the Practice Manager, and arrangements will be made accordingly. The member of staff will take brief details of the complaint and pass them on to the Practice Manager. If we cannot arrange this within a reasonable timeframe, or if the patient does not wish to wait to discuss the matter, we will arrange for someone else to handle it.
If the patient submits a complaint in writing or by email, it will be forwarded immediately to the Practice Manager.
If a complaint concerns any aspect of clinical care or associated charges, it will usually be referred to the dentist concerned unless the patient does not want this.
We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
We will investigate the complaint within 10 working days of receipt and provide an explanation of the circumstances that led to it. If the patient does not wish to meet with us, we will attempt to speak with them by telephone. If we cannot investigate the complaint within 10 working days, we will notify the patient of the delay and an estimated completion timeframe.
We will confirm the decision about the complaint in writing immediately after completing our investigation.
Proper and comprehensive records are kept of all complaints received, along with any actions taken to improve services in response.
If patients are not satisfied with the result of our procedure, then a complaint may be made to:
The Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London, SW1P 4QP.
Telephone: 0345 015 4033
www.ombudsman.org.uk
The Dental Complaints Service
The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540. www.dentalcomplaints.org.uk.
The General Dental Council
37 Wimpole Street, London. W1N 8DQ.
Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct