At Roseacre Cottage Dental Practice, we want to ensure that all our patients are pleased with their experience of our service. We take complaints very seriously indeed. If a patient makes a complaint, we will deal with the matter courteously and promptly so that it is resolved as quickly as possible. Our procedure is based on these objectives.
Roseacre Cottage Dental Practice has an effective complaints system in place to ensure that identifying, receiving, recording, handling and response to any comments, observations or complaints occurs within a strict timetable which is clearly documented. The complaints system is clearly displayed, and all patients and visitors are confident that they will be listened and responded to without fear of discrimination.
Any complainant can be assured that they will be treated in a manner respecting their human rights and diversity; in a sensitive manner and that the complaint can be made by a variety of methods either verbally, by sign language or in writing.
Where they lack confidence or require help they will be supported by helpful staff members. Their complaint will be fully documented and fairly dealt with and following investigation, lessons learned can lead to changes being made to avoid future complaints.
These clear complaint procedures are monitored and reviewed and the named contact who is accountable for doing this is Lisa Marsh (Practice Manager).
This Policy was implemented on: 14/02/2021
This policy and relevant procedures will be reviewed annually and are due for review on: 14/02/2024 or prior to this date in accordance with new guidance or legislative changes.
We routinely carry out staff and patient surveys and use the results to improve our service and working environment. Copies of our most recent surveys are available on request from our Practice Manager Lisa Marsh.
For unresolved complaints of a serious nature the General Dental Practice can be contacted.