Code of Practice for Patient Complaints

At Mansfield Dental Practice we want all our patients to be pleased with the service they receive, so we take complaints seriously.  If a patient makes a complaint, we will deal with it promptly and courteously. Our aim is to resolve the matter as quickly as possible following the agreed procedure and, wherever possible, to the satisfaction of the patient.

A complaint may indicate a failing on our part, which we can learn from and make improvements to our service. We adopt a ‘no blame’ approach when investigating a complaint and especially where individuals are identified, with the aim of reaching a satisfactory conclusion. We will, at all times, be polite and respectful to our patients.

Practice procedure

The Practice Complaints Manager is responsible for dealing with all complaints about our service.

  1. If a patient makes a complaint in person or by telephone, the member of staff receiving the complaint makes an initial record of their concerns and checks this for accuracy with the patient.  The Practice Complaints Manager will make every effort to resolve oral complaints within 24 hours.

  2. If the patient complains in writing or by e-mail, the complaint will be passed immediately to the Complaints Manager.

  3. Complaints about clinical care or the amount charged for treatment will be referred to the Clinical Governance Manager, unless the patient requests otherwise.

  4. All complaints are acknowledged in writing as soon as possible but within 3 days. A copy of this code of practice will be sent with the acknowledgement. If the patient has not yet discussed the matter with the Complaints Manager, they will be offered the opportunity to do so and also be asked how they would like to be kept informed of developments – by letter, e-mail, telephone or face-to-face meetings. The patient will also be advised of the process we will follow in resolving the complaint and the anticipated timescale.

  5. We will investigate the complaint speedily and efficiently and, as far as reasonably practicable, will keep the patient informed of our progress.

  6. Within 40 working days an Investigation Report will be sent to the patient with the results of the investigation and any proposed actions.  In the event of a delay, the patient will be notified with the reasons and the likely date for the report.

  7. Proper and comprehensive records will be kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.

  8. If a patient is not satisfied with the result, then the complaint may be referred to:

    NHS treatment -Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P4QP, telephone: 0345 015 4033 or

    Private treatment -The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER, 08456 120 540 or

    Dentists registration body -The General Dental Council, 37 Wimpole Street, London, W1M 8DQ 0845 222 4141

    Complaints Manager – Dr F Ashraf