copyright 2016 Orthodontics by Eva
Complaints Policy We   take   complaints   seriously   and   try   to   ensure   that   all   our   patients   are   pleased   with   their   experience   of   our service and we endeavour to resolve a complaint as quickly as possible. 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. The   person   responsible   for   dealing   with   any   complaint   about   the   service,   which   we   provide   is   the   Practice Manager, Christine Hayward. If   a   patient   complains   on   the   telephone   or   in   person,   we   will   listen   to   their   complaint   and   offer   to   refer   him   or her   to   the   Practice   Manager   immediately.   If   the   Practice   Manager   is   not   available   at   the   time,   then   the   patient will be informed when they 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   to   the   Practice   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. If the patient complains in writing or by email, it 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 concerned, unless the patient does not want this to happen. We   will   acknowledge   the   patient’s   complaint   in   writing   and   enclose   a   copy   of   this   code   of   practice   within three working days.  We   will   offer   to   discuss   the   complaint   at   a   time   agreed   with   the   patient.      We   will   inform   the   patient   about   how the complaint will be handled and the likely time that the investigation will take to be completed. 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   with   six   months.   We   will   confirm   the   decision   about   the   complaint in writing with an explanation, immediately after completing our investigation. 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. If patients are not satisfied with the result of our procedure then a complaint may be referred to: Complaints Manager, NHS England, PO Box 16738, Redditch B97 9TP  Tel: 0300 311 22 33 (Monday to Friday  - 8am - 6pm) Email:  England.contactus@nhs.net The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP. Tel: 0345 015 4033, www.ombudsman.org.uk  The Dental Complaints Service, The Lansdowne Building, 2 Landsdowne Road, Croydon,  CR9 2ER  Tel: 08456 120540 The   General   Dental   Council, 37 Wimpole St, London  WIM 8DQ Tel:  0845 2224141 All the smiles on this website are from our wonderful patients and staff.
copyright 2016 Orthodontics by Eva
Complaints Policy We   take   complaints   seriously   and   try   to ensure   that   all   our   patients   are   pleased with   their   experience   of   our   service   and we   endeavour   to   resolve   a   complaint   as quickly as possible. 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. The   person   responsible   for   dealing   with any   complaint   about   the   service,   which we provide is the Practice Manager, Christine Hayward. If   a   patient   complains   on   the   telephone or    in    person,    we    will    listen    to    their complaint   and   offer   to   refer   him   or   her to   the   Practice   Manager   immediately.   If the   Practice   Manager   is   not   available   at the     time,     then     the     patient     will     be informed   when   they   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   to   the   Practice   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. If   the   patient   complains   in   writing   or   by email,   it   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 concerned,   unless   the   patient   does   not want this to happen. We     will     acknowledge     the     patient’s complaint   in   writing   and   enclose   a   copy of    this    code    of    practice    within    three working days.  We   will   offer   to   discuss   the   complaint   at a   time   agreed   with   the   patient.      We   will inform     the     patient     about     how     the complaint   will   be   handled   and   the   likely time   that   the   investigation   will   take   to be completed. 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    with    six    months.    We    will confirm      the      decision      about      the complaint        in        writing        with        an explanation,          immediately          after completing our investigation. 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. If    patients    are    not    satisfied    with    the result      of      our      procedure      then      a complaint may be referred to: Complaints   Manager,   NHS   England, PO Box 16738, Redditch B97 9TP  Tel: 0300 311 22 33 (Monday to Friday  - 8am - 6pm) Email:  England.contactus@nhs.net The      Parliamentary      and      Health Service    Ombudsman,    Millbank    Tower, Millbank, London SW1P 4QP. Tel: 0345 015 4033, www.ombudsman.org.uk  The   Dental   Complaints   Service,   The Lansdowne     Building,     2     Landsdowne Road, Croydon,  CR9 2ER  Tel: 08456 120540 The   General   Dental   Council, 37 Wimpole St, London  WIM 8DQ Tel:  0845 2224141 All the smiles on this website are from our wonderful patients and staff.
copyright 2016 Orthodontics by Eva
Complaints Policy We    take    complaints    seriously    and    try    to    ensure    that    all    our patients   are   pleased   with   their   experience   of   our   service   and   we endeavour to resolve a complaint as quickly as possible. 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. The   person   responsible   for   dealing   with   any   complaint   about   the service,    which    we    provide    is    the    Practice    Manager,    Christine Hayward. If   a   patient   complains   on   the   telephone   or   in   person,   we   will   listen to   their   complaint   and   offer   to   refer   him   or   her   to   the   Practice Manager   immediately.   If   the   Practice   Manager   is   not   available   at the   time,   then   the   patient   will   be   informed   when   they   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   to   the   Practice   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. If   the   patient   complains   in   writing   or   by   email,   it   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   concerned, unless the patient does not want this to happen. We    will    acknowledge    the    patient’s    complaint    in    writing    and enclose a copy of this code of practice within three working days.  We   will   offer   to   discuss   the   complaint   at   a   time   agreed   with   the patient.      We   will   inform   the   patient   about   how   the   complaint   will be   handled   and   the   likely   time   that   the   investigation   will   take   to be completed. 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   with   six   months.   We   will confirm    the    decision    about    the    complaint    in    writing    with    an explanation, immediately after completing our investigation. 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. If   patients   are   not   satisfied   with   the   result   of   our   procedure   then a complaint may be referred to: Complaints   Manager,   NHS   England,   PO   Box   16738,   Redditch B97 9TP  Tel: 0300 311 22 33 (Monday to Friday  - 8am - 6pm) Email:  England.contactus@nhs.net The   Parliamentary   and   Health   Service   Ombudsman,   Millbank Tower, Millbank, London SW1P 4QP. Tel: 0345 015 4033, www.ombudsman.org.uk  The   Dental   Complaints   Service,   The   Lansdowne   Building,   2 Landsdowne Road, Croydon,  CR9 2ER  Tel: 08456 120540 The   General   Dental   Council, 37 Wimpole St, London WIM 8DQ Tel:  0845 2224141 All the smiles on this website are from our wonderful patients and staff.