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01353 720 577

Patient Feedback & Complaints Policy

Share your Experience

The practice is committed to offering high standards of care and service to all our patients.  We welcome all feedback, both positive and areas where we can improve, or if you have a complaint.

You can share your feedback by many means including :

Email: hopvinehouse@simplysmiledental.co.uk

Or completing the online form by clicking here,

Writing to our practice:

Hopvine House Dental Practice

21 Clay Street

Soham

Ely, Cambs CB7 5HJ

Telephone : 01353 720577

or you can share your experience with the Care Quality Commission directly by going to http://www.cqc.org.uk/share-your-experience-finder

Complaints Handling Policy

In this practice we take complaints very seriously and try to ensure that all out patients are pleased with their experience of our service.  When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled.  We learn from every mistake that we make and we respond to patients’ concerns in a caring and sensitive way.

The person responsible for dealing with any complaint about the service which we provide is the Practice Manager,  Esther McIntyre.

We will handle your complaint seriously and hopefully resolve your concerns.  However, if patients are not satisfied with the result of our procedure then a complaint may be referred to:

  • Patient Liaison Service – email: pals@addenbrookes.nhs.uk or Telephone 01223 216756
  • england.contactus@nhs.net
  • The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1p 4QP, Telephone 0345 015 4033
  • www.ombudsman.org.uk for complaints about NHS treatment
  • Private patients should contact The Dental Complaints Service, The Lansdown Building, 2 Lansdown Road, Croydon, CR9 2ER, Telephone 020 8253 0800 or https://dcs.gdc-uk.org 020 8253 0800
  • GDC, 37 Wimpole Street, London, W1M 8QD, Telephone 08452 224 141

A full version of our complaints policy can be found at reception

Complaints Procedure

  • Patients will receive an initial complaint acknowledgement within 3 working days from receipt of any correspondence with an offer to discuss the matter further.
  • We will make every effort to fully investigate the issue properly and appropriately within 28 working days.  If there are any delays in investigation we will notify the patient about it, providing reasons and the likely date for its completion.
  • We keep comprehensive records and will write to the patient with a detailed report signed by the “responsible person”.  The report will contain an explanation of the complaint, what has been considered, what conclusions have been reached including any remedial actions taken and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.
  • Proper and comprehensive records are kept of any complaint received.
  • If the patient is still dissatisfied after following the Practice procedure the patient will be informed of their right to contact the Health Service Ombudsman or Local Government Ombudsman.
  • Patients who have complained will not be discriminated against in the future.

 

 

 

 

 

 

 

 

 

 

 

 

 

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