Complaints Procedure

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The team at Dental Care Dundonald aim to provide the best possible care to all of our patients.  If a patient has any concerns about any aspect of the treatment provided,  we would ask them to contact us immediately.  We will do everything to ensure any complaints or concern is dealt with both promptly and courteously.  The person responsible for dealing with complaints is our Practice Principal, Dr. Jill Stevenson.

What we shall do - Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible. We shall acknowledge complaints within 3 working days and aim to have looked into the complaint within 28 working days of the date when it was raised.  We shall then be in a position to offer an explanation or a meeting as appropriate. If there are any delays in the process we will keep the complainant informed.

When we look into a complaint, we shall aim to:

1. Find out what happened and what, if anything, went wrong
2. Make it possible for the complainant to discuss the problem with those concerned
3. Make sure the complainant receives an apology where appropriate
4. Identify what we can do to make sure the problem does not happen again.

At the end of the investigation the complaint will be discussed with the complainant in detail, either in person or in writing. If the complainant is still dissatisfied after the exhaustion of the internal complaints procedure, the matter will be referred to;

Complaints Officer

HSCB (Belfast Trust)

12-22 Linenhall Street

Belfast

BT2 8BS

Email;  complaints.hscb@hscni.net

Telephone; 028 95363893

 

If the patient is still unhappy then they can contact the Ombudsman;

Northern Ireland Public Services Ombudsman (NIPSO)

Progressive House

33 Wellington Place

Belfast

BT1 6HN

Telephone; 028 9023 3821 / 0800 343424

Freepost; Freepost NIPSO

Email; nipso@nipso.org.uk

 

Private patients can contact;

GDC (General Dental Council)

37 Wimpole Street

London

W1M 8DQ

0845 222 4141

 

Denplan patients can contact Denplan directly on 0800 401 402.

 

Complaining on behalf of someone else – the rules of medical confidentiality will be adhered to if the complaint is received on behalf of someone else. A note signed by the person concerned will be required, unless they are incapable (e.g. because of illness) of providing this to allow the complaint to be investigated. If the complaint is not resolved to the patient’s satisfaction, the patient will be advised to follow the above protocol.

 

RQIA don’t deal with complaints directly but oversee the complaints process;

RQIA

9th Floor Riverside Tower

5 Lanyon Place

Belfast

BT1 3BT

Phone: 028 9051 7500

Email: info@rqia.org.uk

Website: https://www.rqia.org.uk/