Feedback, Concerns, Comments and Complaints Policy- Information for Patients

At Huntly 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 Navin Aziz, 41 Duke Street, Huntly AB54 8DT or Tel :01466 792787 or email MD@agdp.co.uk. He 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.
• Telling the Patient Advice and Support Service (see under Contacts);
• Giving feedback online [e.g. on the practice website and Facebook]
• 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:

• If you have commenced legal proceedings about the issue you want to complain about.
  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 Ombudsman (SPSO)

 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.

Time limits:

Normally, you must make your complaint within 6 months of:

• the event you want to complain about; or
• finding out that you have a reason to complain, but no longer than 12 months after the event

How to make a complaint:

• You can complain in person, by phone, online or in writing. Please note that if you email other people may be able to see your personal information.
• If you can, please first talk to a member of staff involved with your care. We will try to sort out the complaint on the spot.
• If you are unable to talk to the member of staff involved with your care, ask to speak to Navin Aziz our Feedback and Complaints Officer.
• If you don’t want to complain to anyone in the practice, you can contact the Patient Advice and Support Service or the NHS Grampian Health Board Feedback and Complaints Team (see under Contacts).
• When making your complaint, please give:
  Your full name and address*
  The full name, address and date of birth of the patient, if you are complaining on behalf of someone else.
  As much helpful information as possible about what happened, where it happened and when, and what you would like to have done about it;
  Your preferred method of communication; and Permission from the patient, if you are making the complaint on behalf of the patient.

*You can make an anonymous complaint, but this is likely to limit the ability of the practice to resolve it.

Confidentiality

• We will keep information about your complaint confidential. We may have to talk to other NHS staff or show them your dental record. If you do not want us to share information from your dental record, please tell us when you make your complaint, but bear in mind this may make it more difficult to look into your complaint.
• We will keep a record of your details and the complaint and use it to help improve our services, and for statistical purposes.