Abercrombie Dental Practice- Feedback, Concerns, Comments and Complaints Policy Information for Patients

At Abercrombie Dental Practice our aim is to give the best possible care and treatment to our patients. We welcome feedback and comments about our services and aim to deal with any concerns or complaints promptly, courteously and efficiently. We take steps to make patients aware of how they can give feedback or make a complaint and where they can obtain support for making a complaint. We consider all feedback, comments, concerns and complaints as a positive way of looking at what we do and making changes to improve our service to patients. If we cannot resolve matters in the way you want, we will explain why it is not possible to do as you suggest. All views, even those that are anonymous, will be taken seriously and our procedures are in line with the NHS Scotland Complaints Procedure.

Responsibilities

The practice Feedback and Complaints Officer is Purna Chalapati. She is responsible for the management and handling of feedback, comments, concerns and complaints and for seeing complaints through to resolution.

Feedback, Comments and Concerns

We want you to let us know if something is important to you, such as:

• What you think about the care and treatment you have received;
• What we have done well;
• Whether you have any concerns, e.g. about your appointment times or the facilities at the practice;
• If you have any suggestions to help us improve things;
• If you don’t understand something and need more information about our services.

You can tell us by:

• Talking to any member of staff;
• By emailing the Practice directly
• Telling the Patient Advice and Support Service (see under Contacts);
• Giving feedback online
• Contacting the local NHS Board (see under Contacts).

We will use the information you give us to improve the services we provide.

Complaints about NHS treatment

You can make a complaint about:

• NHS care or treatment you have had or are having at the practice;
• Our services or facilities;
• A member of staff;
• How services in the local area are organised, if this has affected your care or treatment.

It is not possible to list everything you can complain about. If you want to complain about something not listed above, we encourage you to do so.

You cannot use this complaints procedure:

• NB: We will we always offer to resolve your complaint through this complaints procedure before legal action commences.
• To request a second opinion in respect of care or treatment
• For a previously concluded complaint or a request to have a complaint reconsidered where we have already given our final decision.
• A complaint that is being or has been investigated by the Scottish Public Services Ompbudsman (SPSO)If you have commenced legal proceedings about the issue you want to complain about.
•  

It is not possible to list everything you cannot complain about. If other procedures can help you resolve your concerns, we will give information and advice to help you.