Complaints
Genix Healthcare takes complaints very seriously and tries 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 the following objective.
Genix Healthcare aims to react in the way in which we would want our complaint about a service to be handled. We learn from our every mistake that we make, and we respond to patients’ concerns in a caring and sensitive way.
- The person responsible for dealing with any complaint about the service we provide is the Practice Manager.
- If a patient complains on the telephone or at the reception desk, we will listen to his/her complaint and offer to refer him/her to the Practice Manager immediately.
- If the Practice Manager is not available at the time, then the patient will be told when he/she will be able to talk to the Practice Manager 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 this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to handle the complaint.
- If the complaint is in writing the letter will be passed on immediately to the Practice Manager.
- If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist who undertook the treatment.
- We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within two working days.
- We will seek to investigate the complaint within ten working days of the complaint being received to give an explanation of the circumstances which led to the complaint. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reason for the delay and a likely period within which the investigation will be completed.
- We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.
- Proper and comprehensive reports are kept of any complaint received.
If patients are not satisfied with the result of our procedure, then a complaint may be referred to:
| NHS | NHS England, PO Box 16738, Redditch, B97 9PTT: 03003 11 22 33 E: england.contactus@nhs.net |
| Parliamentary and Health Service Ombudsman |
Millbank Tower, Millbank, London SW1P 4QPT: 0345 0154033 W: www.ombudsman.org.uk |
For complaints about private treatment
| Dental Complaints Service | 37 Wimpole Street, London, W1G 8DQTelephone: 020 82530800 E: england.contactus@nhs.net |
It is important that dental patients give feedback about their experiences, so that services know what they are doing well and where they can improve. If you are not happy with the treatment or service you have had, it is usually best to tell the practice directly that you’re unhappy, and give them a chance to put things right. They may be able to sort out the problem there and then. If you do need to make a more formal complaint to the practice, ask for a copy of the policy that explains what you need to do.