Complaints Resolution Policy

At Anniesland Essential Dental Care our aim is to give the best possible care and treatment to our patients. All feedback, comments, concerns and complaints about our services are encouraged and welcomed from our patients and are viewed as a positive way of looking at what we do and making changes to improve our service to you.

Feedback, Comments and Concerns

Our patients have the right to give feedback, make comments and express concerns, which we encourage to be expressed by using one of the following methods:

• In person
• By telephone
• Online
• In writing
• By using the practice suggestion box

We also employ a patient survey/questionnaire to monitor our service. Our aim is to sort out any concerns patients may have on the spot, however if this is not possible, you have the opportunity to speak to an appropriate member of staff or the practice’s Feedback and Complaints Officer.

Complaints about NHS Treatment

Our patients have the right to make complaints about:

• The NHS care or treatment they have had or are having at the practice
• The practice services or facilities
• A member of staff
• How services in the local area are organised if this has affected their care or treatment

Patients cannot make a complaint:

• About anything they are taking legal action about. NB: we always offer to resolve a complaint through the complaints procedure before legal action commences.
• To request a second opinion in respect of care or treatment.
• About a previously conducted complaint, or a request to have a complaint reconsidered where we have already given a final decision.

Time Limits

Complaints must normally be made within 6 months of the event the patient wants to complain about, or the patient finding out that he/she has reason to complain, but no longer than 12 months after the event itself.

In exceptional circumstances, we may be able to accept a complaint after the time limit if there is a valid reason for the delay.

Complaining on behalf of a patient

Someone can make a complaint on behalf of a patient where they:

• Have the patient’s consent to complain - we may require this in writing;
• Are a parent, guardian or main carer of a child and the child is not mature enough to understand how to complain;
• Have a welfare power of attorney or a welfare guardianship order;
• Are a relative of, or had a relationship with, a patient who has died;
• Are acting as an advocate for the patient.

The Procedure

We aim to deal with all complaints promptly, courteously and efficiently. If complaints cannot be dealt with on-the-spot, we have a two-stage complaints handling procedure:

Complaints about Private Treatment

We follow the same complaints procedure for complaints about private treatment. However, if you require help with making a complaint, or if you are not satisfied with our response, the Dental Complaints Service offers a resolution service (contact details below).

External Contact Information

If you feel that you are dissatisfied with the results of our investigation, or wish to make your complaint outside the local resolution procedures, you may contact: