COMPLAINTS POLICY AND PROCEDURE
Purpose
Our practice is committed to providing high-quality NHS and private dental care. We recognise that patients have the right to raise concerns, comments, compliments, or complaints about any aspect of the service they receive.
We aim to ensure that all complaints are handled promptly, openly, fairly, and respectfully. We view complaints as an opportunity to learn, improve our services, and enhance patient experience.
Making a complaint will not adversely affect a patient’s ongoing or future treatment.
Complaints Lead
The person responsible for managing complaints and ensuring compliance with this procedure is:
Sharon Wilson
Practice Coordinator and Complaints Manager
Telephone: 01234 267999
Email: midlandroad.surgery@nhs.net
Our Commitment
- Treat all complainants with dignity, respect and courtesy.
- Ensure complaints are investigated fairly and without discrimination.
- Respond openly and honestly.
- Keep complaints confidential and handle information in accordance with UK GDPR and Data Protection legislation.
- Learn from complaints and use feedback to improve our services.
- Ensure patients are not disadvantaged because they have made a complaint.
How to Make a Complaint
- Telephone: 01234 267999
- In person at reception
- In writing
- By email: midlandroad.surgery@nhs.net
- Through a representative acting on behalf of a patient (with appropriate consent where required)
Patients who require assistance in making a complaint due to language barriers, disability, learning difficulties, or other circumstances will be offered appropriate support.
Receiving Complaints
Verbal Complaints
Where possible, concerns raised verbally will be resolved immediately.
If the complaint cannot be resolved at the time:
- Details will be recorded.
- The complaint will be referred to Sharon Wilson.
- The patient will be informed of the next steps.
- If Sharon Wilson is unavailable, arrangements will be made for contact at the earliest opportunity.
Written and Email Complaints
- The complaint will be forwarded immediately to Sharon Wilson.
- The complaint will be logged in the Complaints Register.
- A written acknowledgement will be sent within three working days.
- Confirmation, handler name, investigation outline and estimated response timescale will be included.
Investigation Process
Most complaints will receive a full written response within 10 working days. Complex complaints may require additional time.
Investigation may include:
- Reviewing clinical records.
- Interviewing staff.
- Reviewing policies and documentation.
- Seeking clinical advice where appropriate.
Complaint Response
- Summary of the complaint.
- Details of the investigation.
- Findings and conclusions.
- Apology where appropriate.
- Actions taken to prevent recurrence.
- Escalation information.
Clinical Complaints
Complaints relating to clinical treatment will normally be investigated by the treating clinician and reviewed by the Practice Complaints Manager and/or Principal Dentist.
Consent and Third-Party Complaints
Written consent may be required before confidential information can be disclosed. Exceptions apply where the patient lacks capacity, the complainant has legal authority, or disclosure is permitted by law.
Confidentiality
Complaint records will be stored securely, accessible only to authorised personnel, and retained in accordance with legal and regulatory requirements.
Learning and Continuous Improvement
Complaints are reviewed regularly to identify trends, service improvements, staff training needs and patient safety concerns.
If You Remain Dissatisfied
NHS: Parliamentary and Health Service
Ombudsman (PHSO)
Telephone: 0345 015 4033
Website: https://www.ombudsman.org.uk
Private: Dental Complaints Service
Telephone: 020 8253 0800
Website: https://www.dentalcomplaints.org.uk
Care Quality Commission (CQC)
Telephone: 03000 616161
Website: https://www.cqc.org.uk
Complaint Time Limits
Complaints should normally be made within 12 months of the incident or within 12 months of becoming aware of the matter.
Policies Review
Version: 2026
Review Date: April 2027
Approved By: Practice Management Team