Complaints
handling policy &
procedure

We want our service to meet your expectations. If you have a concern or complaint about any aspect of our service, we want to know what mistakes we made and identify how we can improve to ensure that we meet your expectations in future. Our aim is to learn from any feedback we receive and improve the service we provide to our patients. We will deal with complaints courteously and promptly and aim to resolve the matter as quickly as possible. If you wish to make a complaint or simply let us know how we could have done better, please contact Complaint Manager:  

● By telephone on 07767 270 530

● By email at practice@bostonorthodontics.co.uk

● By letter to Boston Orthodontics 2 Grosvenor Gardens London SW1W 0 DH

● In person

Information for patients

We believe that if a patient wishes to make a complaint or register a concern about any aspect of our service, they should find it easy to do so. Our code of practice for handling complaints, encourages patients to let us know when our service has not met their expectations and explains how we will investigate their complaint and keep them informed.

Copies of our code are displayed in each treatment room and published on our website.

Our approach to complaints

A complaint can be made by a patient of the practice or a person acting on their behalf if the patient is a child, has physical or mental incapacity, has consented to the person acting on their behalf, or has delegated authority to act on their behalf.  A complaint can also be made by an individual who is, or is likely to be, affected by our actions, inactions, decisions or omissions.

A complaint provides us with the opportunity to identify where our practice systems have failed and what we can do to improve our service. In dealing with a complaint, we will

• Be open and transparent to ensure that all those involved understand the process and what to expect
• Acknowledge a complaint promptly
• Undertake evidence-based investigations
• Provide sympathetic responses within appropriate timeframes
• Identify the causes of complaints and act to prevent recurrence
• Learn lessons and implement change
• if the individual is a patient of the practice, ensure that their ongoing care is not adversely affected by the complaint.

Practice complaints process

Handling a complaint efficiently and sympathetically from the outset may encourage early resolution and avoid the need for a formal complaint process, involving investigation and formal reports. which is stressful and time-consuming for all concerned.

When making a complaint, an individual usually wants an apology and to know what happened and why, what will be done to put it right, what action will be taken immediately and to prevent the cause for complaint happening again.

Receiving complaints

All members of the team must be able to receive a complaint or feedback (verbal or written) and deal with it appropriately. You should bear in mind, that the individual making the complaint may not refer to their concern as a complaint.

The practice Complaints Manager is responsible for dealing with all complaints received by the practice, unless immediate resolution is possible.

Verbal complaints: Listen to what the individual is saying and be polite and considerate; avoid justifying the action that led to the complaint or being dismissive of the individual’s concerns. Where possible and, depending on the nature of the complaint, you should aim to resolve the matter as soon as it is received, making a note of the complaint and how you resolved it and pass the information to the Complaints Manager.

If you are unable to resolve the complaint immediately, you should encourage the individual to speak with the Complaints Manager. If the Complaints Manager is not available, you should take brief details of the complaint and arrange a convenient time for the Complaints Manager to contact the individual. Your notes should be passed to the Complaints Manager and a copy given to the patient, together with a copy of the code of practice for handling patient complaints.

If the complaint requires an urgent response and the Complaints Manager is not available, you should pass the complaint to Dr. Elif Keser.

Written complaints: If you receive a written complaint (by letter or email.), you should pass it immediately to the Complaints Manager.

Acknowledgement

The Complaints Manager will acknowledge the complaint in writing within 3 working days and enclose a copy of our code of practice for handling complaints. If a delay in acknowledging the complaint is anticipated, the reason for the delay will be explained to the individual.

The acknowledgement will include

• Confirmation that the matter will be investigated and that the individual will receive a report of the findings
• An offer to meet with the individual to discuss the complaint and gather information
• A description of how the complaint will be handles and who will be involved
• Anticipated timescales for the investigation and preparation of the report
• How the individual would like to be kept informed of progress
• Local organisations that can provide help.

Investigation

The purpose of the investigation is to

• Understand what the complaint is about
• Establish what the individual would consider to be a satisfactory resolution
• Seek the views of other team members and seek suggestions on how to resolve the matter
• Identify other useful sources of information – for example, published research, suppliers

We will investigate your complaint within 10 days and, as far as reasonably practicable, will let you know how our investigation is progressing. When we have completed our investigation, we will provide you with a full written report, unless you have told us that you do not wish for further communication. The report will explain how we considered the complaint, the conclusions we reached for each part of your complaint, details of any remedial action we have taken and whether further action is needed.

Response

Before providing a written response, we will invite the individual to a meeting to discuss the findings of our investigation.

Our written response to the individual will

• Address all the issues raised and demonstrate that each has been fully and fairly investigated
• Include an apology where something has gone wrong
• Explain our conclusions and any action that we have taken as a result or explain why no further action is needed
• Include details of how to contact the NHS Ombudsman or the Dental Complaints Service if the individual remains dissatisfied

Records

We keep proper and comprehensive records of any complaints that we receive and the action we have taken following investigation. We review these records regularly to ensure that we recognise our mistakes and take every opportunity to improve our service.

Learning from complaints

We adopt a no-blame approach to complaints that we receive but recognise that all feedback provides an opportunity for us to develop and improve our service.

As soon as possible after a complaint has been dealt with, we will ensure that those involved are given individual feedback. Where our investigations identify a need to improve or review our practice systems, we will encourage general discussion at practice meetings and seek suggestions for improvement. Any agreed changes will be kept under review.

We will undertake ongoing monitoring of all complaints to identify trends and assess training requirements.