Rugby Practice Address:
Holywell House Orthodontics,
135 Clifton Road,
Tel: 01788 572 338
Nuneaton Practice Address:
Holywell House Orthodontics
115 Manor Court Road,
Tel: 02476 353450
Hinckley Practice Address:
Holywell House Orthodontics,
56 London Road,
Tel: 01455 234 758
Holywell House – Complaints Policy
In this practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.
Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to patient’s concerns in a caring and sensitive way.
- The person responsible for dealing with any complaint about the service which we provide is Anna Sammut, the practice Complaints Manager.
- If a patient complains formally on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to her and arrangements will be made for this to happen. The receptionist will make a written record of the complaint (providing the patient with a copy) as well as passing it on to the Complaints Manager. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
- If the patient complains in writing or by email it will be passed on immediately to the Complaints Manager
- If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.
- We will acknowledge the patient’s formal complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days. We will offer to discuss the complaint at a time agreed with the patient, asking how the patient would like to be kept informed of developments, for example, by telephone, face to face meetings, letters or email. We will inform the patient about how the complaint will be handled and the likely time that the investigation will take to be completed. If the patient does not wish to discuss the complaint, we will still inform them of the expected timescale for completing the process.
- We will seek to investigate the formal complaint quickly and efficiently and we will keep the patient regularly informed, as far as reasonably practicable, as to the progress of the investigation. Investigations will normally be completed within six months.
- When we have completed the investigation, we will provide the patient with a full written report, which will include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken/will be taking as a result of the complaint.
- Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of complaint.
You can also contact the Care Quality Commission, Local Government Ombudsman or the Independent Sector Complaints Adjudication service. The dentists’ registration body can also be contacted- General Dental Council, 37 Wimpole Street, London, W1M 8DQ.