Westbrook House Dental Practice Code for Patient Complaints

In this practice we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service. When patients complain we aim to deal courteously and promptly with the complaint so the matter is resolved as quickly as possible.

Our aim is to react to complaints in a way in which we would like our complaints about a service to be handled, and to respond to customers' concerns in a caring and sensitive way.

1. The person responsible for dealing with any complaint about the service we provide is Dr Daniel Meroz.
2. A complaint must be made within 6 months of the incident, or 6 months from the date the patient became aware of the incident, providing this is within 12 months of the incident.
3. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to Dr Daniel Meroz immediately. If Dr Daniel Meroz is not available at the time, then the patient will be told when they will be able to talk to him and arrangements will be made for this to happen. The member of staff will take brief details and pass them on. If we cannot arrange for this within a reasonable period of time or if the patient does not wish to wait to discuss the matter, arrangements will be made for another senior member of staff to deal with the complaint.
4. A patient will be given the opportunity to discuss their complaint confidentially.
5. If a patient complains in writing the letter will be passed on immediately to Dr Daniel Meroz.
6. If the complaint is about any aspect of clinical care or associated charges it will normally be dealt with by Dr Daniel Meroz.
7. We will acknowledge the patients complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days. We will seek to investigate the complaint within 10 working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will contact them by letter. If we are unable to investigate the complaint within 10 working days we will notify the patient, giving reasons for the delay in writing and an anticipated time in which the complaint will be investigated.
8. We will confirm the decision about the complaint in writing immediately after our investigation.
9. Proper and comprehensive records will be kept of all complaints.
10. If a patient is not satisfied with the result of our procedure then a complaint can be made to:
• The Dental Complaints Service (Tel: 02082530800)for Private treatment
• The General Dental Council, 37 Wimpole Street London, WIM 8DQ
Review July 2021

Westbrook House Dental Practice Surgery Patient Information -Access to Dental Records

The request must be made in writing and there will be a fee of E25.OO to obtain them. An explanation of the records will be provided upon request.

All records we keep must be:
• Contemporaneous
• Accurate and comprehensive
• Confirmed by the treating dentist/therapist
• Not derogatory
• Such that disclosure to the patient would be unproblematic