Complaints

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Code of Practice for Patient Complaints

In this practice we take complaints very seriously indeed and try to ensure that all our 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 - the person responsible for this is Claire Gordon. 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 customers’ concerns in a caring and sensitive way.

1. The person responsible for dealing with any complaint about the service which we provide is Claire Gordon the practice Complaints Manager.

2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to the Complaints Manager and arrangements will be made for this to happen. The member of staff will make a written record of your complaint and provide the patient with a copy as well as passing it on to the Complaints Manager. 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 deal with it.

3. If the patient complains in writing or by e-mail it will be passed on immediately to the Complaints Manager.

4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.

5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three days. We will offer to discuss the complaint at a time agreed with the patient, asking how the patient would like to be kept informed of developments, for example, by telephone, face to face meetings, letters or e-mail. We will inform the patient about how the complaint will be handled and the likely time that the investigation will take to be completed. If the patient does not wish to discuss the complaint, we will still inform them of the expected timescale for completing the process.

6. We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far as reasonably practicable, as to the progress of the investigation. Investigations will normally be completed within Six Months.

7. When we have completed our investigation, we will provide the patient with a full written report. The report will include an explanation of how the compliant has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.

8. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.

9. If patients are not satisfied with the result of our procedure then a complaint may be referred to:


Private patients

The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne

Road, Croydon, Greater London CR9 2ER, 08456 120 540 or

www.dentalcomplaints.org.uk for complaints about private treatment.

The General Dental Council, 37 Wimpole Street, London, W1M 8DQ 

The dentists’ registration body

Www.gdc-uk.org

The Care Quality Commission, The Independent regulator of the health and social care in England

WWW.cqc.org.uk


NHS Patients

NHS patients now have the choice to complain about their care either directly to the provider of the service or to the primary care organisation (PCO) that commissioned that service.

Flyde and Wyre Clinical Commissioning group, Derby Road, Wesham, Lancashire PR43AL

Or

the Parliamentary Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP, telephone: 0345 015 4033 or www.ombudsman.org.uk for complaints about NHS treatment.

My dental nurse (Charlie) was excellent, it would be lovely to have her every time.
S. Todd
Always a happy place, everything is explained in detail. Very pleased with service.
Patient at Hest Bank Dental Care
The whole ambience is very pleasant, lovely waiting room and great views. Kate has done wonders with my teeth. A caring team where everyone works together.
Mrs. Light
I won’t see anyone else.
Patient at Hest Bank Dental Care
Even with having work done, Stuart made Phoebe (age 9) smile.
Patient at Hest Bank Dental Care
I like the up-to-date technology.
Patient at Hest Bank Dental Care
Our whole family attend Hest Bank Dental Centre it is a fabulous, friendly and caring practice. The whole team make you feel very welcome at every visit. Highly recommend
Tracey
Bolton le Sands
Love this practice! Total trust in your abilities and expertise.
Patient at Hest Bank Dental Care
Wonderful as always! Thank you so much, no pain!!
Patient at Hest Bank Dental Care
Lovely, relaxed appointment. Sofia was lovely and explained everything very well.
S. Hardie
I love the dentist.
H. Payne
Always very welcoming, friendly and reassuring.
Patient at Hest Bank Dental Care
Everyone is always so kind, gentle and helpful. I have always felt that I’m in safe hands.
David Dale
Lovely, pleasant place to come – both staff and premises spotlessly clean.
Patient at Hest Bank Dental Care
Absolutely wonderful service, caring & very professional staff x A*A*A*A*A* highly recommended - superb dentist -the best!
Emma T
Excellent dentist, lovely warm and welcoming staff. I love my Dentist Stuart, always chatty and makes you feel relaxed.
Shane
Very friendly staff, I wouldn’t change my dentist for the world.
A. Rashid
Hest Bank Dental Care has completely cured us of our previous loathing of dentists and dental practices…you know you are in safe hands and that the team do everything possible to relax you and ensure the treatments are as comfortable as possible.
Sandi & Polly Haythornthwaite
Friendly and approachable (Stuart and Gen).
P. Gallagher
Thank you for your expertise and kindness.
Patient at Hest Bank Dental Care
I'm always put at ease by the compassionate, professional staff.
Patient at Hest Bank Dental Care
Always a pleasure to visit.
M. Caygill
I've been a patient for a few year's now and I have to say I've never felt so comfortable going to the dentist. The staff are very friendly and professional and go way beyond the call of duty.
Toby Bush
Very pleased with my first appointment, Sofia was very thorough and pleasant.
D. Mclaughlin
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My dental nurse (Charlie) was excellent, it would be lovely to have her every time.
S. Todd
Always a happy place, everything is explained in detail. Very pleased with service.
Patient at Hest Bank Dental Care
The whole ambience is very pleasant, lovely waiting room and great views. Kate has done wonders with my teeth. A caring team where everyone works together.
Mrs. Light
I won’t see anyone else.
Patient at Hest Bank Dental Care
Even with having work done, Stuart made Phoebe (age 9) smile.
Patient at Hest Bank Dental Care
I like the up-to-date technology.
Patient at Hest Bank Dental Care
Our whole family attend Hest Bank Dental Centre it is a fabulous, friendly and caring practice. The whole team make you feel very welcome at every visit. Highly recommend
Tracey
Bolton le Sands
Love this practice! Total trust in your abilities and expertise.
Patient at Hest Bank Dental Care
Wonderful as always! Thank you so much, no pain!!
Patient at Hest Bank Dental Care
Lovely, relaxed appointment. Sofia was lovely and explained everything very well.
S. Hardie
I love the dentist.
H. Payne
Always very welcoming, friendly and reassuring.
Patient at Hest Bank Dental Care
Everyone is always so kind, gentle and helpful. I have always felt that I’m in safe hands.
David Dale
Lovely, pleasant place to come – both staff and premises spotlessly clean.
Patient at Hest Bank Dental Care
Absolutely wonderful service, caring & very professional staff x A*A*A*A*A* highly recommended - superb dentist -the best!
Emma T
Excellent dentist, lovely warm and welcoming staff. I love my Dentist Stuart, always chatty and makes you feel relaxed.
Shane
Very friendly staff, I wouldn’t change my dentist for the world.
A. Rashid
Hest Bank Dental Care has completely cured us of our previous loathing of dentists and dental practices…you know you are in safe hands and that the team do everything possible to relax you and ensure the treatments are as comfortable as possible.
Sandi & Polly Haythornthwaite
Friendly and approachable (Stuart and Gen).
P. Gallagher
Thank you for your expertise and kindness.
Patient at Hest Bank Dental Care
I'm always put at ease by the compassionate, professional staff.
Patient at Hest Bank Dental Care
Always a pleasure to visit.
M. Caygill
I've been a patient for a few year's now and I have to say I've never felt so comfortable going to the dentist. The staff are very friendly and professional and go way beyond the call of duty.
Toby Bush
Very pleased with my first appointment, Sofia was very thorough and pleasant.
D. Mclaughlin