Patient Satisfaction Policy
Our Complaints-handling Objectives
Whilst we aim for the highest standards of care, we also know that there are times when expectations are not met. We of course try to ensure that all our patients are pleased with their experience at the practice and we value feedback whether positive or negative.
When there is a need to complain, please be assured that your comments will be listened to and taken seriously. We aim to learn from any mistakes and to respond to concerns in a caring and sensitive way. We will deal with matters with courtesy and promptly so that the problem is resolved as quickly as possible.
Making a complaint
- You may make a complaint verbally at any time to any member of staff available. For serious matters, please write down your complaint and address it to our Complaints Manager (Nadine Pichon) firstname.lastname@example.org who is responsible for this.
- When we receive a complaint on the telephone or at the reception desk, we will listen carefully and offer to refer the person to the Complaints Manager immediately. If the Complaints Manager is not available, we will attempt to make arrangements for this at that time. We will then take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period, arrangements will be made for someone else to deal with it as early as possible.
- When a complaint is received in writing by letter or 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 complaint in writing and enclose a copy of this document as soon as possible, normally within three working days.
- We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the person does not wish to meet us, we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify you – 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 immediately after completing our investigation.
- Full records will be kept of any complaint received. These will be kept in confidence as with all clinical records.
- If the person complaining is not satisfied with the results of this process, they are invited to contact the President of Jersey Dental Association who will provide an independent review of the matter. Details of the current President can be obtained from our reception or from Citizens Advice Bureau.