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GROVE DENTAL PRACTICE
COMPLAINTS POLICY AND PROCEDURE
Moss Grove Dental Practice is
committed to providing a high level service to our patients. If you do not
receive a satisfactory service from us we need you to tell us about it. This
will help us to improve our standards.
If you have a complaint, please
contact Sue Pickering, Practice Manager. You can write to her at: Moss Grove
Dental Practice, 5a Moss Grove, Kingswinford, DY9 0XR or email: firstname.lastname@example.org.
- We will send you a letter, an
email or contact you by telephone acknowledging your complaint and asking
you to confirm or explain the details set out. We will also let you know
the name of the person who will be dealing with your complaint. You can
expect contact from the practice within 2-5 days of us receiving your
- We will record your complaint
in our central register within a day of having received it.
- We will acknowledge your
reply to our acknowledgment letter/email/telephone call and confirm what
will happen next. You can expect to receive our acknowledgement
letter/email/phone call within 2-5 days of your reply.
- We will then start to investigate
your complaint. This will normally involve the following steps;
- We may ask the member of
staff who dealt with you to reply to your complaint within 5 days of our
- We will then examine the
member of staff’s reply and the information you have provided for us. If
necessary we may ask you to speak to them. This will take up to 4 days
from receiving their reply.
- Sue Pickering will then
invite you to discuss and hopefully resolve your complaint. She will do
this within 5 days of the end of our investigation.
- Within 2 days of the
conversation with Sue, she will write to you or call you to confirm what
took place and any solutions she has agreed with you.
- If you do not want to discuss
over the phone or by face to face meeting or it is not possible, Sue will
send you a detailed reply to your complaint. This will include her
suggestions for resolving the matter. She will do this within 5 days of
completing her investigation.
At this stage, if you
are still not satisfied, you can write to us again. Another Principal of the Practice
will review Sue’s decision within 10 days.
Complaints can also be made online
on the Moss Grove Dental Practice website www.mossgrovedental.co.uk
will let you know of the outcome of this review within 5 days of the end of the
review. We will write to you confirming our final position on your complaint
and explaining our reasons.
If we have to change
any of the time scales above, we will let you know and explain why.
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