We take complaints very seriously as we try to ensure that all patients are pleased with their experience at our practice. We set high standards for ourselves and if you are here, then we have most likely fallen short of that mark. We hope that you will allow us to learn and benefit from mistakes by letting us know. If you feel that you would like to make an official complaint about a service, dentist, member of staff or anything else, we will endeavour to deal with it courteously and promptly so that the matter is resolved as quickly and satisfactory.
The Scottish Government have produced a very helpful summary of what to expect from your dentist which can be viewed here. All Dentists and clinical staff are registered with the General Dental Council who can be found online at www.gdc-uk.org.
Our complaints policy is as follows;
- The person responsible for dealing with any complaints about the practice and service we provide is Andrena McFarlane.
- Complaints about any aspect of clinical care or associated charges it will normally be referred to the dentist involved, unless the patient does not want this to happen.
- If a patient complains via the telephone or in person, we will listen to their complaint and if required offer to refer them to Robbie Martin or Taco Jansz. the principles. If neither of them are available at the time, then the patient will be told when they will be able to talk to them and arrangements will be made to make this happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
- If a complain is made in writing, the letter will be passed on immediately to either Robbie Martin and/or Taco Jansz
- We will acknowledge the complaint in writing and enclose a copy of this code of practice as soon as possible, normally within two working days.
- We will seek to investigate the complaint with ten working days of the complaint being received to give an explanation of the circumstances which led to the complaint. It the patient does not which to or is unable to meet us in person, then we will attempt to talk to them via the telephone.
- If we are unable to investigate the complaint withing ten working days, we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
- We will confirm the decision about the complaint in writing to the patient immediately after completing out investigation.
- Proper and comprehensive reports are kept of any complaint received.
- If patients are not satisfied with the result of our procedure then a complaint may be made to: Greater Glasgow Health Board, Dental Directorate, Clutha House, Kinning Park, Glasgow. G41 1AF