Complaints Policy and Procedures and Code of Practice for patients who wish to raise concerns

At Highland View Dental Surgery, we want to ensure that all our patients are pleased with their experience of our service. We take complaints very seriously indeed. If a patient makes a complaint, we will deal with the matter courteously and promptly so that it is resolved as quickly as possible. Our complaints policy and procedures are based on these objectives.

At Highland View Dental Surgery, we have an effective complaints system in place to ensure that identifying, receiving, recording, handling and responding to any comments, observations, concerns or complaints occurs within a strict timetable that is clearly documented. Our Code of Practice for patients who wish to raise concerns is displayed in the patient information folder and all patients and visitors should feel confident that they will be listened to and responded to without fear of discrimination or recrimination. Our Complaints Policy and Procedures are on our website www.highlandview.co.uk and in the practice information folder.

We aim to ensure that any complainant is treated sensitively and in a manner that respects their human rights and diversity. We recognise that a complaint is any expression of dissatisfaction with our service, treatment or advice and that a complaint can be made by a variety of methods, including verbally, by sign language or in writing. In situations where a patient may lack confidence to express their views, or require help to do so, they will be supported by helpful team members. All patients’ complaints are fully documented and investigated and are dealt with fairly.

At Highland View Dental Surgery we view complaints as an opportunity to improve our service delivery and to learn lessons that will help us make changes with the intention of avoiding a repetition of any similar complaint. To help us learn lessons from complaints, we track and analyse all our complaints to identify trends that will help us improve our service. Our complaints procedures are monitored and reviewed regularly and the named contact who is accountable for doing this is Amanda Smith.

This Policy was implemented on 27.01.2020
This policy and relevant procedures will be reviewed annually and are due for review on 27.01.2021 or prior to this date in accordance with new guidance or legislative changes or as a result of learnings following a complaint.