Complaints Procedure

Complaints from patients about any aspect of their experience or treatment at Platt & Common are taken very seriously. The practice endeavours to ensure all our patients are happy with their experience of the service we provide.

 

If a patient complains then we will deal with their complaint as quickly as possible and with courtesy. Our aim is to address all complaints and learn from these.

 

If you feel you would like to complain about any aspect of your experience at Platt & Common then we have a complaints policy which can be emailed or posted out to you. The person responsible for dealing with any complaint about the service which we provide is Jennifer Denham. All written complaints will be passed immediately to her.

 

A complaint received by reception either by telephone or in person will be referred, if the patient wants to, to Jennifer Denham. If she is not available at the time, then the receptionist or member of staff will take details and ensure they are passed on. If we cannot arrange this within a week, or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.

 

Complaints about clinical care or associated charges will normally be referred to the treating dentist, unless the patient does not want this to happen.

 

Complaints will be acknowledged in writing and a copy of our complaints policy will be sent out if the patient has not already requested a copy. We aim to investigate all complaints within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet in person, then we will attempt to talk to them on the telephone or send out a written response. If it is not possible to investigate the complaint within ten working days, we will contact the patient, giving reasons for the delay and a likely completion date for the investigation. The most likely reason for delay would be annual leave.

 

All complaints are recorded by the practice and are filed upon completion.

 

If a patient is not satisfied with the result of our procedure then a complaint may be made to:

 

  • Scottish Public Services Ombudsman 4 Melville Street Edinburgh EH3 7NS (0800 377 7330) www.spso.org.uk/contact-us
  • NHS Forth Valley Patient Relations Complaints Service Forth Valley Royal Hospital, Stirling Road, Larbert, FK5 4WR (01324 678530) this is for NHS treatment complaints
  • NHS Inform Helpline 0800 22 44 88 (textphone 18001 0800 22 44 88) www.nhsinform.co.uk
  • General Dental Services, Dental Complaints Service Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA (08456 120 540 Mon- Fri 9am-5pm) this is for private treatment complaints
  • The General Dental Council, 37 Wimpole Street, London, W1G 8DQ (0200 8253 0800 Mon-Fri 9am-5pm)
  • Patient Advice and Support Service www.patientadvicescotland.org.uk