Patient Complaints Procedure

Updated 01/05/2025 It is our aim to always have satisfied patients, to meet your expectations of care and service, and to resolve any complaints as efficiently, effectively, and politely as possible. We take complaints very seriously, investigating them in a full and fair way, and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint and we will be happy to answer any questions you may have about this procedure.

How to Make a Complaint

If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as written complaints. If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly to: Telephone: 0300 123 1461 Email: ssotics.comms@staffsstoke.icb.nhs.uk

Our Complaints Manager

Louise White is the Complaints Manager and will be your personal contact to assist you with any complaints. We aim to resolve verbal complaints within 48 hours where possible. If you complain in writing, the Complaints Manager will send an acknowledgement letter within 3 working days and will aim to provide a full response in writing as soon as practical. You can send your complaints to: Address: 52 Duck Lane Codsall WV8 1HF Telephone: 01902 842555 Email: pm@treetopsdentalsurgery.co.uk If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when it is suitable for you and the practice.

How We Handle Your Complaint

We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible to those who need to know about your complaint. If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you at least every ten working days to keep you informed of the reason for any delays, the progress of the investigation, and the proposed date it will be completed. When the investigation has been completed, you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can. You will also be invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include:

• Replacing treatment.
• Refunding fees paid.
• Referring you for specialist treatments.
• Other solutions that meet your needs and resolve the complaint.

Learning From Complaints

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions, and complaints. If you are dissatisfied with our response to a complaint, you can take the matter further using the contacts below.

Further Complaints and Advice

If you are dissatisfied with our response to a complaint, you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue.

GDC Private Dental Complaints Service

Telephone: 020 8253 0800 Website: www.dentalcomplaints.org.uk

NHS Complaints

If you are still unhappy about your NHS complaint, you can contact: Parliamentary and Health Service Ombudsman (England) Telephone: 0345 015 4033 Website: www.ombudsman.org.uk

Care Quality Commission (CQC)

You can also contact The Care Quality Commission (CQC), who regulates private and NHS dental care services in England. Telephone: 03000 616161 They may be able to help and can take action against a service provider that is not meeting their standards.

General Dental Council (GDC)

The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org, contact them at information@gdc-org.uk, or by calling 020 7167 6000.

Black Country Integrated Care Board

Patients can complain directly to the Black Country Integrated Care Board at: Email: bcicb.time2talk@nhs.net Telephone: 0300 0120 281 Writing to: Time2Talk NHS Black Country Integrated Care Board (ICB) Civic Centre, St Peter’s Square Wolverhampton WV1 1SH