At Park Avenue Dental Care we ensure that all complaints are dealt with in a fair, open and constructive manner as we feel that complaints allow the team an opportunity for self reflection in order to further improve our patient care.
Every member of staff at Park Avenue Dental Care has genuine respect for all the patients, both past and present, that we treat and we are committed to resolving any issues openly and with a view that any constructive criticism we receive is a positive way to improve the high level of patient care to which we aspire.
In this practice we take complaints very seriously and try to ensure that all patients 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.
The people responsible for dealing with any complaint about the service which we provide are Dr S.Lakhanpaul and Mrs. N.Kiyani.
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 Mrs.Kiyani immediately.
If Mrs.Kiyani is not available at the time, then the patient will be told when they will be able to talk to the her 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 we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it. If the patient complains in writing the letter will be passed on immediately to Dr S.Lakhanpaul or Mrs. N.Kiyani.
If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days.
We will seek to investigate the complaint within ten working days of receipt and to give an explanation of the circumstances which led to the complaint. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
We will confirm the decision about the complaint in writing immediately after completing our investigation. Proper and comprehensive records are kept of any complaint received.
If patients are not satisfied with the result of our procedure then a complaint may be made to:
The Parliamentary and Health Service Ombudsman
t: 0345 015 4033
2 Cherry Orchard Road
Croydon CR0 6BA
t: 08456 120 540