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At Three Towns Dental Care we take complaints very seriously and strive to ensure all patients are pleased with their experience.

 

If you have a complaint or concern about the care, treatment or service you have received from any of the staff, please let us know. We operate a practice complaint procedure as part of the national NHS system for dealing with complaints.

 

 

Responsibilities

 

The practice Feedback and Complaints Officer is the Operations Manager and can be contacted at either practice.

 

 

Feedback, Comments and Concerns

 

We want you to let us know if something is important to you, such as:

 

What you think about the care and treatment you have received;

 

What we have done well;

 

Whether you have any concern, eg. about your appointment times or the facilities at the practice;

 

If you have any suggestions to help us improve things;

 

You don’t understand something and need more information about our services.

 

 

You can tell us by:

 

Talking to a member of staff;

 

Filling in our patient survey or questionnaire;

 

Calling the NHS Inform Helpline (0800 22 44 88);

 

Telling the Patient Advice and Support Service;

 

Putting your comments in our suggestion box;

 

Contacting the local NHS Board;

 

We will use the information you give us to improve the services we provide.

 

 

Complaints about NHS treatment

 

You can make a complaint about:

 

NHS care or treatment you have had or are having at the practice;

 

Our services or facilities;

 

A member of staff;

 

How services in the local area are organised if this has affected your care or treatment.

 

You cannot make a complaint about anything you are taking legal action about.

 

 

Time Limits

 

Normally, you must make your complaint:

 

Within six months of the event you want to complain about; or

 

Within six months of finding out that you have a reason to complain – but no longer than 12 months after the event.

 

 

How to make a complaint

 

You can complain in person, by phone, or in writing.

 

Please note that if you email, other people may be able to see your personal information.

 

If you can, first talk to a member of staff involved with your care. We will try to sort out the complaint on the spot.

 

If you are unable to talk to the member of staff involved with your care, ask to speak to the Operations Manager.

 

 

When making your complaint, please give:

 

The patient's name and address;

 

As much helpful information as possible about what happened, where it happened and when, and what you would like to have done about it;

 

Your preferred method of communication.

 

 

What we will do

 

We will try to sort out the complaint on the spot. If we cannot do this we will write to you within three working days. In the letter we will:  

 

Tell you what action we will take to look into your complaint;

 

Offer you the chance to talk to a member of staff;

 

Let you know when we will respond (normally within 20 working days);

 

Give you information about advice and support available to help you with your complaint, eg. the Patient Advice and Support Service.

 

 

We will keep information about your complaint confidential. We may have to talk to other NHS staff or our indemnity provider about your complaint. We may require to show them your dental record. We will try to ensure anonymity if we share the information. If you do not want us to share information from your dental record, please tell us when you make your complaint, but bear in mind this may make it more difficult to look into your complaint and respond to it.

 

We will keep a record of your details and the complaint and use it to help improve our services, and for statistical purposes. The whole policy is available from the Operations Manager.

 

 

If you change your mind after making a complaint

 

You can change your mind about making a complaint at any time. Please let us know as soon as possible. It would be helpful if you could write or e-mail and tell us, but otherwise a phone call will do.

 

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