In Farm Street Dental Practice, we take complaints very seriously and try to ensure that all patients are pleased with their experience of our services. Farm Street Dental Practice welcomes your feedback, comments, suggestions and complaints; anyone who makes a complaint will not be adversely treated due to having complained. We regularly analyse all complaints received to learn from them and to improve our services.
We do not discriminate against any patients who have felt the need to complaint. Raising a complaint will not affect the clinical care our patients receive.
If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly.
If you are complaining on behalf of someone else, we must know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of physical and mental illness) of providing this.
Complaints can be made to us verbally or in writing.
Theperson responsible for dealing with any complaints about our service is our Complaints manager Emma Farnell. If our complaint manager is unavailable, we will pass the complaint to our Business manager.
If you complain on the telephone (by calling 0121 554 9324) or at the reception desk, we will listen to your complaint and offer to refer you to Emma Farnell. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if you do not wish to wait to discuss the matter, arrangements will be made for someone to deal with it.
You can send your written complaints to 357a Farm street, Birmingham, West Midlands B19 2TZ or email our complaints manager on farmstdental@gmail.com and your complaint will be passed on immediately to Emma Farnell.
If a complaint is about any aspect of clinical care it will normally be referred to the principle dentist Dr Ameek Kaur, unless you do not want this to happen.
We will acknowledge your complaint including a copy of this Code of Practice within three working days. You will be invited to discuss your concerns; we will seek to investigate the complaint within the agreed response period of the complaint being received to explain the circumstances which led to the complaint.
We will keep comprehensive and confidential records of your complaint, which will be stored securely and will only be accessible to those who are responsible for dealing with it.
When the investigation has been completed, we will inform you of the outcome in writing immediately. This will be within 14 working days of the complaint received. If we are unable to investigate the complaint within this agreed time period, we will notify you, to keep you updated of the progress, explaining reasons for the delay and a proposed date within which it will be completed.
When you make a complaint or claim, in order to seek further advice, we may need to share complaint information with our insurers, indemnifiers or legal advisers.
We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. This does not affect your right to approach the ICB if you feel you cannot raise your complaint with us, or you are dissatisfied with the result of our investigation.
Should you wish to make a direct complaint to the ICB or another external body please contact:
<Please follow THIS LINK to find your local ICB contact details and enter the data here>
NHS England Customer Support Centre
PO Box 16738,
Redditch.
B97 9PT,
Telephone: 03003112233 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)
Email: England.contactus@nhs.net
Parliamentary & Health Service Ombudsman
Millbank Tower
Millbank, London SW1P 4QP
Telephone: 0345 015 4033
Email: www.ombudsman.org.uk
Dental Complaints Service
37 Wimpole Street London
W1G8DQ
Telephone: 020 8253 0800 (Monday – Friday 9am – 5pm)
General Dental Council
37 Wimpole Street
London
W1G 8DQ
Telephone: 0845 222 4141 or 020 7887 3800
Email: www.gdc-uk.org
