Complaint Policy

In this practice we take complaints seriously and we aim to ensure that all our patients are pleased with their experience at Casey Dentists.  When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.  This policy is based on these objectives.

Objectives

We aim to respond to a complaint effectively and ensure that we take the opportunity to learn and improve on our service.

The Practice and Assistant Manager will be responsible for dealing with any complaints and feedback from patients and families.

If a patient makes a verbal complaint, we will listen and offer to refer him or her to the Practice Manager without delay. If the complaints manager is not available at the time, then the patient will be advised when they will be able to talk to the manager and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on.

If the patient complains in writing the letter or email will be passed to the complaints manager without delay.

If a complaint is about any aspect of clinical care it will normally be referred to the treating dentist.

We will acknowledge the patient’s complaint in writing and enclose a copy of this complaints policy as soon as possible, normally within 7 days.

We will investigate the complaint and respond within 21 days of receiving the complaint.

If we are unable to investigate the complaint within this timeframe we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

We will confirm the decision about the complaint in writing as soon as possible after completing our investigation.

Proper and comprehensive records are kept of any complaint received.