Practice Quality Assurance Policy / Complaints Procedure

The Practice Quality Assurance Policy

Our quality assurance policy is to have a successful practice by providing a standard of service that consistently satisfies the needs and expectations of our patients. This level of quality is achieved through careful management in a continually improving, safe environment.

We aim that our standards and procedures meet all professional regulations and legislation including [the Fundamental Standards from the Care Quality Commission].

Our quality assurance is based on the iComply system of good governance; it keeps us updated with the latest legal and professional requirements. Daylesh Shah is the Provider and has ultimate responsibility. Aneeta Shah is the Registered Manager, the iComply leader and has day-to-day responsibility. Quality is continually improved through:

▪Carrying out risk assessments with follow up actions taken to minimise risk

▪Carrying out regular audits with follow up actions to improve the standards of care

▪The regular review of policies, procedures and practice guidelines

▪Actively seeking patient feedback to improve care and service

▪Responding to and learning from events, incidents, comments and complaints

▪Learning, health and safety and clinical effectiveness shared at practice meetings

▪Performing annual reviews to see how well the practice has performed and to set new standards for the year ahead

▪Team training, appraisals and involvement in creating a quality-led practice.

Our quality objectives are:

▪To continually improve the level of care and service

▪That patients enjoy all aspects of the experience they have with us

▪Total patient satisfaction

▪We aim to offer specialist or other treatments to a high standard

▪We provide minimally invasive treatments

▪We work to earn a great reputation so that our patients refer their friends and family to us

Patient Complaints Procedure

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, we investigate 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. 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 NHS England at England.contactus@nhs.net with “For the attention of the complaints team” in the subject line.

Daylesh Shah is the Complaints Manager and will be your personal contact to assist you with any complaints. If your verbal complaint is not resolved to your satisfaction within 24 hours or if you complain in writing, the Complaints Manager will acknowledge it in writing within 3 working days and will aim to provide a full response in writing as soon as practical. You can send your complaints to742 Garratt Lane, London, SW17 0NN, call us on020 8879 1725or email the Complaints Manager  on info@summerstowndental.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. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by 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 day 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 or other solutions that meet your needs and resolve the complaint.

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, please see the contacts below.

Contacts

For private dental treatment 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 by calling 020 8253 0800 or visiting http://www.dentalcomplaints.org.uk. If you are still unhappy about your NHS complaint, you can contact the Primary Health Ombudsman England by calling 03450154033 or by visiting http://www.ombudsman.org.uk. You can also contact the Care Quality Commission (CQC) which regulates private and NHS dental care services in England by calling 03000 616161. The can take action against a service provider that is not meeting their standards.

The General Dental Council is responsible for regulating all dental professionals. You can complain usingtheir online form atwww.gdc-uk.orgcontact them on information@gdc-org.uk or by calling 020 7167 6000.