Complaints

NHS Complaints Policy

As a family-run dental surgery, we take all complaints made to us very seriously. When complaints are made they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.

We aim to react to complaints in the way we would want our own complaints about a service to be handled. We always endeavour to learn from our mistakes and take the findings from complaints very seriously in order to improve the Practice’s performance in the future. We also hope to respond to patients’ concerns in a caring and sensitive way.

We do this by observing the following Code of Practice;

  1. Patients are made aware of the Complaints Procedure in the Practice Leaflet.
  2. A Notice in the waiting room directs patients to the Complaints Manager; if for any reason she is unavailable, her deputy will take a record of the complaint and ensure that it is dealt with as soon as practicable.
  3. All complaints are acknowledged where possible within 3 working days and the ongoing timescales and procedures agreed with , and explained to ,the complainant.
  4. All complaints are investigated thoroughly and exhaustively with all parties concerned with a view, wherever possible, to Local Resolution.
  5. Complainants, unless it has been indicated otherwise, will receive a full written reply , as soon as is reasonably practical, as well details of what courses of action are available if they are still not satisfied. This process should normally be completed within 6 months and complainants will be kept informed of any further delays.
  6. Confidential notes of all complaints are taken and kept separately from clinical notes.
  7. A summary of all complaints and responses made is kept for annual audit and evaluation purposes.
  8. If you need help in drafting your complaint, you can contact Empowerment –Formerly Blackpool Advocacy on 01253 477959. Or E-mail admin@empowermentcharity.org.uk
  9. If complaints remain unresolved, and the complainant remains dissatisfied with the response he/she receives, then a complaint may be referred on to;
    1. The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP,Tel; 0345 015 4033,email; phso.enquiries@ombudsmen.org.uk
    2. The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London,CR9 2ER, Tel;08456 120 540 or www.dentalcomplaints.org.uk – for complaints about private treatment.
    3. The General Dental  Council, 37 Wimpole Street, London W1G 8DQ-the Dentists’ registration body.

Private Complaint Policy

As a family-run dental surgery, we take all complaints made to us very seriously. When complaints are made they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.

We aim to react to complaints in the way we would want our own complaints about a service to be handled. We always endeavour to learn from our mistakes and take the findings from complaints very seriously in order to improve the Practice’s performance in the future. We also hope to respond to patients’ concerns in a caring and sensitive way.

We do this by observing the following Code of Practice;

  1. Patients are made aware of the Complaints Procedure in the Practice Leaflet.
  2. A Notice in the waiting room directs patients to the Complaints Manager; if for any reason she is unavailable, her deputy will take a record of the complaint and ensure that it is dealt with as soon as practicable.
  3. All complaints are acknowledged where possible within 3 working days and the ongoing timescales and procedures agreed with , and explained to ,the complainant.
  4. All complaints are investigated thoroughly and exhaustively with all parties concerned with a view, wherever possible, to Local Resolution.
  5. Complainants, unless it has been indicated otherwise, will receive a full written reply as well as details of what courses of action are available if they are still not satisfied.(This process should normally be completed within 6 months and complainants will be kept informed of further delays)
  6. Confidential notes of all complaints are taken and kept separately from clinical notes.
  7. A summary of all complaints and responses made is kept for annual audit and evaluation purposes.
  8. If you need help in drafting your complaint, you can contact Empowerment –Formerly Blackpool Advocacy on 01253 477959. Or E-mail admin@empowermentcharity.org.uk
  9. If complaints remain unresolved, and the complainant remains dissatisfied with the response he/she receives, then a complaint may be referred on to;
    1. The Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon, CR0 6BA, Tel;02082530800, www.dentalcomplaints.org.uk  -for complaints about private treatment.
    2. The General Dental  Council, 37 Wimpole Street, London W1G 8DQ,Tel;020 7167 6000, www.gdc-uk.org-the Dentists’ regulatory body for complaints about professional misconduct.

Opening Hours

Day Morning
Monday 09:00 – 17:00
Tuesday 09:00 – 17:00
Wednesday 09:00 – 17:00
Thursday 09:00 – 17:00
Friday 09:00 – 16:30

Contact Details

ARC Dental Surgery
307 Lytham Rd
Blackpool
Lancashire
FY4 1DR

t: 01253 341924
e: reception@arcdentalsurgery.co.uk

 

Contact Us

ARC Dental Surgery
307 Lytham Road,
Blackpool, FY4 1DR.

Telephone:

01253 341924

E-mail:

reception@arcdentalsurgery.co.uk