info@knightsdentalsurgery.co.uk
01243 825888

CODE OF PRACTICE FOR DENTAL COMPLAINTS

In this practice we take complaints very seriously indeed and try to ensure that all patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to patients' concerns in a caring and sensitive way.

The person responsible for dealing with any complaints about the service which we provide is:

Dr Simon Knights the Practice Owner.

If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint and offer to refer him or her to Dr Simon Knights immediately.

If they are not available at the time, then the patient will be told when she/ he will be able to talk to the dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange for this within 48 hours or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.

If the patient complains in writing the letter will be passed on immediately to:
Dr Simon Knights

If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist to be dealt with, unless the patient does not want this to happen. The Dentist concerned will of course be notified and interviewed as appropriate.

Dr Simon Knights will acknowledge the patient's complaint in writing and enclose a copy of this code of practice as soon as possible and will endeavour to reply within two working days. We will seek to meet the patient within ten working days of the complaint being received to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to him or her on the telephone. We will confirm the decision about the complaint in writing to the patient within the same ten day period. All time limits may be unavoidably extended due to sickness or holidays but all complaints will be dealt with as promptly as possible.

Proper and comprehensive records are kept of any complaint received.

If patients are not satisfied with the result of our procedure then a complaint may be made to:
West Sussex PCT
1 The Causeway
Goring-by-Sea
Worthing
West Sussex
BN12 6BT
(Complaints about NHS treatment only).

For Denplan patients,
Denplan Court
Victoria Road
Winchester
SO23 7RG
tel 0800 169 7220

For Private Treatment,
Dental Complaints Service
tel. 08456 120 540 www.dentalcomplaints.org.uk

This is a complaints service set up by the General Dental Council.

Any issues contact the Care Quality Commision 03000 616161 or enquiries@cqc.org.uk
Knights Dental Surgery Ltd 8146889 Companies House Cardiff

The General Dental Council may be contacted if you wish at:-
37 Wimpole Street
London
W10 8DQ

tel 0845 222 4141 or visit their website at www.gdc-uk.org


GDC logo

This dental team is regulated by the General Dental Council

The Council requires us to:

(c) All Rights Reserved Knights Dental Surgery 2014 | 2 Central Avenue, North Bersted, Bognor Regis, West Sussex, PO21 5HG | Tel: 01243 825888
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