Complaints Policy and Procedures
Code of Practice for patients who wish to raise concerns
At Elite Orthodontic practice, we want to ensure that all our patients are pleased with their experience of our service. We take complaints very seriously indeed. If a patient makes a complaint, we will deal with the matter courteously and promptly so that it is resolved as quickly as possible. Our complaints policy and procedures are based on these objectives.
We display the General Dental Council’s 6 core principles for ensuring that we get the most from patient feedback and complaints for the benefit of all. These are located in the patient folder in the first floor waiting room and at reception.
At Elite Orthodontic practice, we have an effective complaints system in place to ensure that identifying, receiving, recording, handling and responding to any comments, observations, concerns or complaints occurs within a strict timetable that is clearly documented. Our Code of Practice for patients who wish to raise concerns is located in the patient information folder and at the reception desk and all patients and visitors should feel confident that they will be listened to and responded to without fear of discrimination or recrimination. Our Complaints Policy and Procedures are located in the CQC folder in the basement, in the patient information folder and the practice reception desk.
We aim to ensure that any complainant is treated sensitively and in a manner that respects their human rights and diversity.
We recognise that a complaint is any expression of dissatisfaction with our service, treatment or advice and that a complaint can be made by a variety of methods, including verbally, by sign language or in writing.
In situations where a patient may lack confidence to express their views, or require help to do so, they will be supported by helpful team members. All patients’ complaints are fully documented and investigated and are dealt with fairly.
At Elite Orthodontic practice we view complaints as an opportunity to improve our service delivery and to learn lessons that will help us make changes with the intention of avoiding a repetition of any similar complaint.
To help us learn lessons from complaints, we track and analyse all our complaints to identify trends that will help us improve our service.
Our complaints procedures are monitored and reviewed regularly and the named contact who is accountable for doing this is Kate Grist.
This Policy was implemented on 14/03/2023.
This policy and relevant procedures will be reviewed annually and are due for review on 03/2024 or prior to this date in accordance with new guidance or legislative changes or as a result of learnings following a complaint.