Boroughbridge Dental Centre’s Complaints Procedure

At Boroughbridge Dental Centre, we are committed to delivering high-quality care and service to all our patients. We have a clear and effective complaints system in place to ensure that any comments, concerns, or complaints are addressed promptly, fairly, and transparently. Our aim is to listen to our patients and visitors, resolve issues efficiently, and continuously improve our services based on feedback.

Our Commitment to Patients

Complaints can be made in various ways, including verbally, in writing, or via sign language, and will be handled with sensitivity and respect for individual human rights and diversity.
All complaints will be documented accurately, investigated thoroughly, and responded to within a defined timeframe.

Our staff are trained to support individuals who may lack confidence or require assistance in making a complaint. Feedback received will be used to identify lessons learned and implement improvements to prevent similar issues in the future.

Complaint Handling and Monitoring

Our complaints are overseen by Elaine Buck, who is responsible for ensuring they are managed appropriately, reviewed regularly,and used to enhance our practice.

Complaints received at reception or via telephone will be listened to attentively and patients will be offered the opportunity to speak directly with Elaine Buck. If she is unavailable, arrangements will be made for patients to discuss their concerns with another qualified team member or at a convenient time. All complaints will be promptly forwarded to Elaine Buck for investigation and resolution.

Response and Resolution

A formal acknowledgment will be sent within three working days of receipt, along with a copy of our complaints policy.
We aim to investigate each complaint within ten working days, providing a clear explanation of the circumstances and actions taken.

If further information or a discussion is needed, we will arrange a telephone call or a meeting at a mutually convenient time.
The outcome of the investigation will be communicated in writing immediately after completion.

Records and Continuous Improvement

All complaints, along with their outcomes and any corrective measures, will be carefully recorded in our complaints tracker to ensure transparency and accountability.
Should a patient remain dissatisfied with the resolution, they are advised to escalate their complaint to the relevant regulatory bodies or external organisations as appropriate.

If I Have a Complaint, Who Do I Contact?

If you have a complaint or concern about any aspect of your care, please contact our Practice Manager, Elaine Buck, who will be happy to assist you.

You can reach her by:

Elaine will ensure your complaint is handled promptly, professionally, and in line with our practice complaints procedure.

Private

Dental Complaints Service,

37 Wimpole St, London W1G 8GT

Telephone: 020 8253 0800 (Mon-Fri, 9am-5pm)

 

NHS

Humber and North Yorkshire Integrated Care Board

Writing to us at: The Experience Team

Humber and North Yorkshire ICB

Health Place

Wrawby Road

Brigg DN20 8GS

Telephone: 01482 957750  Email: hnyicb.experience@nhs.net

 

The CQC

The CQC don’t get directly involved with complaints made to the practice. They do, however, encourage giving feedback to service providers.

Website: CQC Feedback Page

Telephone: 03000 616161 (Mon to Fri, 8.30am – 5.30pm Excluding Bank Holidays)

General Dental Council GDC

Telephone: 0854 222 4141 or 0207 887 3800

Website:  GDC Complaints Process

Additional Support

Patients are assured that their complaints are taken seriously and handled confidentially, with respect and understanding. We are dedicated to resolving issues promptly and fairly, always aiming to improve our service quality.