If you have a complaint or concern about the service that you have received from the dentist or any of the staff from the practice, please let us know. We operate a procedure for dealing with all complaints. Our system adheres to nationally standardised criteria.
A written copy of our complaints procedure is available to all patients and to all prospective patients.
Our practice operates a complaints procedure as part of its dealing with patients’ complaints in compliance with the HIW requirements.
Patients are asked that in the event of any complaint, to speak directly or write to Dr Miroslav Yakimov, the Registered Manager. Patients who require further advice regarding the complaints process should direct their enquiry to the Registered Manager who, when applicable, will recommend the services of an independent advocate. A copy of the complaints process is held in the waiting rooms.
We provide a private room to discuss any concerns or complaints in order to respect a patient’s privacy and ascertainable wishes and feelings. A written copy of the Complaints’ Procedure is available upon request to the patient or their representative.
How we look into a Complaint and Timescale
Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.
HOW TO COMPLAIN
We hope that most problems can be sorted out easily and quickly, often at the time that they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of a few days or at the most a few weeks because this will enable us to establish what has happened more easily.
If it is not possible to do that, please let us have details of your complaint:
-within 6 months of the incident
-within 6 months of discovering that you have a problem or:
-within 6 months of discovering that you have a problem, providing this is within 12 months of the incident.
Complaints should be addressed to Mr M Yakimov. Alternatively, you may ask for an appointment with Mr M Yakimov in order to discuss any of your concerns. He will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will be of great help if you are specific about your complaint.
What we shall do.
1. We shall ensure that any complaint is investigated and that necessary action is taken in response to any failure identified by the complaint
2. Identify what we can do to make sure that the problem does not happen again
3. Make it possible for you to discuss the problem with those concerned
4. We shall respect the wishes and feelings of the patient and respect the patient’s privacy as far as possible
5. We shall supply a written copy of the complaints procedure to the patient
6. We shall make sure that you receive an apology, where this is appropriate
For complaints regarding private treatment:
We shall acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation or a meeting with those involved.
For complaints regarding NHS treatment:
We aim to respond to you within 30 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation or a meeting with those involved.
Complaining on behalf of someone else.
Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of somebody else, we have to know that you have permission to do so. A note signed by the person concerned will be needed.
Vulnerable Adults.
If you require any assistance in making a complaint you have the option of contacting us by phone (01978 263869), in person or by letter. Please let us know which option you would prefer us to use when responding to your complaint. You may also ask to speak to us at a suitable time in private.
Complaining to the appropriate organisation.
If the complaint is not resolved to your satisfaction, you will be advised to write to:
