Complaints Procedure

At Yorkshire Orthodontics we operate an open and honest complaints procedure. We are committed to ensuring and safeguarding patient rights. 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 customers’ concerns in a caring and sensitive way.

  1. It is our goal to resolve any concerns locally and Paul Scott (the complaints manager) is responsible for investigating and responding to all patient complaints. Contact: If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to Mr Paul Scott immediately. If he is not available at the time, then the patient will be told when they will be able to talk to the complaints manager and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If the patient complains in writing the letter will be passed on immediately to Mr Paul Scott.
  2. Where a complaint relates to clinical dental treatment the Complaints Manager will always seek the treating dentist’s comments in order to provide a full response.
  3. We will acknowledge the patient’s complaint either verbally or in writing and will enclose a copy of this complaint leaflet within three working days. With our patient’s agreement we will seek to investigate the complaint and provide a full response within twenty working days of the complaint being received. If we cannot meet the twenty working day response deadline, we will write to you to let you know the reason for the delay and to provide a new response deadline date.
  4. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  5. If complaining on behalf of someone else, please note we will require their written consent to share their confidential information.
  6. If a patient is not satisfied with the result of our procedure or wishes to take further action, then a complaint may be made to the Dental Complaints Service (Private Patients only) Helpline. 020 8253 0800.

They may also inform the Care Quality Commission (CQC) of their concerns, although it should be noted that it is not within the CQC’s remit to investigate patient complaints; CQC phone number 03000 61 61 61. The CQC make sure hospitals, care homes, dental and GP surgeries, and all other care services in England provide people with safe, effective, compassionate and high quality care, and they encourage them to make improvements.

There may be other advocacy services in the area.

Yorkshire Orthodontics


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