Patient Complaint Information

PRACTICE COMPLAINTS PROCEDURE:

Please let us know if you have a complaint or concern about the service you have received from any member of our practice. Our complaint procedures adhere to national criteria.

HOW TO COMPLAIN:

We hope that most issues can be resolved easily and quickly at any time they arise, and with the person concerned. If your problem cannot be resolved in this way and you wish to make a complaint, we would like you to let us know as soon as possible, ideally within a matter of days or at most a few weeks. This will enable us to more easily establish what happened. If it is not possible to do this, If it is not possible to do this, then please let us have details of your complaint in writing.

  • Within 6 months of the incident that caused the problem.
  • Within 6 months of discovering that you have a problem, provided that this is within 12 months of the incident.

Please address all complaints to Practice Principle Mr J. Stoodley or Mr P. Laws – marked Confidential Addressee Only. Alternatively, you may ask for an appointment with J. Stoodley or P. Laws in order to discuss your concerns. The complaint procedure will then be explained to you, ensuring that your complaint is dealt with promptly. It will be a great help if you could be as specific as possible.

WHAT WE WILL DO:

We will acknowledge receipt of your complaint within 2 working days and aim to investigate the matter within 10 working days from date of receipt. Whilst investigating your complaint we will aim to:

  • Find out exactly what happened.
  • Make it possible to discuss the problem with those concerned-if you would like this.
  • Make sure that you receive an apology where appropriate.
  • Identify whether there is any action we can take to ensure that this particular type of problem does not reoccur.

COMPLAINING ON BEHALF OF SOMEONE ELSE:

Please note, we keep strictly to rules of confidentiality. If you are complaining9on behalf of someone else, we need to know that you have permission to do so. A note signed by the person concerned will be needed, unless they are incapable through physical or mental illness of providing this.

COMPLAINING TO THE HEALTH AUTHORITY

We hope that, if you have a problem, you will use the practice complaint procedure. We believe this will provide the best chance of putting anything right that has gone wrong, whilst providing a valuable opportunity to improve our practice. However, this does not affect your right to complain to the local Health Authority. If you feel unable to raise your complaint with us, or you are dissatisfied with the result of our investigation, you may wish to contact the Complaints Manager at Dorset Health Authority, Victoria House, Princes Road, Ferndown, Dorset, BH22 9JR. Tel: 01202 854443 Ext. 462 for further advice. You may also contact the Community Health Council.

RECALL PROCEDURE:

In accordance with the Medical Device Directive 93/42/EC should any technical or medical reason, connected with the characteristics performance of a custom-made device, be identified which may pose a potential serious risk to public health, devices will be individually identified using our unique appliance numbering system, recalled by letter and rectified as required.

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Wessex Dental Laboratory. Unit 10, Holes Bay Park, Sterte Avenue West, Poole, Dorset BH15 2AA

Tel: 01202 674486

Wessex Dental is regulated by the General Dental Council and Care Quality Commission.

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