Complaints Policy and Procedures
and Code of Practice for Patients Who Wish to Raise Concerns
Twickel Dental Practice
1. Purpose
At Twickel Dental Practice, we want all patients to be pleased with their experience of our care and service.
We take complaints, concerns, comments and feedback seriously. If a patient raises a concern or makes a complaint, we will deal with the matter courteously, promptly, fairly and sensitively, with the aim of resolving it as quickly and appropriately as possible.
This policy and procedure set out how the practice will identify, receive, record, investigate, respond to and learn from complaints.
The practice views complaints as an opportunity to improve service delivery, strengthen patient confidence and reduce the risk of similar concerns recurring.
2. Scope
This policy applies to complaints, concerns, comments and expressions of dissatisfaction raised by:
- patients
- parents or guardians
- carers
- representatives acting with appropriate authority
- visitors
- other persons affected by the service provided by the practice.
It applies to complaints received:
- verbally
- in writing
- by email
- by telephone
- in person
- through sign language or communication support
- through a representative, where appropriate authority has been provided.
3. Policy statement
Twickel Dental Practice has an effective complaints system in place to ensure that comments, observations, concerns and complaints are identified, received, recorded, handled and responded to within a clear and documented process.
Patients and visitors should feel confident that they will be listened to and responded to without fear of discrimination, disadvantage or recrimination.
The practice will ensure that complainants are treated sensitively and in a way that respects dignity, human rights, equality and diversity.
4. What is a complaint?
A complaint is any expression of dissatisfaction with the service, treatment, advice, communication, facilities, charges, administration or conduct experienced at or in connection with the practice.
A complaint does not need to use the word "complaint".
A concern raised informally, verbally or in passing may still be treated as a complaint where the patient or complainant is dissatisfied and expects a response or action.
5. General Dental Council complaints principles
The practice recognises the General Dental Council's principles for effective complaints handling and aims to manage complaints openly, fairly and professionally.
The GDC requires dental professionals to have a clear and effective complaints procedure. Its Standards for the Dental Team include a specific requirement to have a complaints procedure and to make sure patients know how to complain.
Information about how patients can raise concerns is made available to patients through the practice's Code of Practice for Patients Who Wish to Raise Concerns.
6. Availability of complaints information
The practice will make complaints information available to patients.
This may include:
- display in the waiting area
- inclusion in patient information files
- availability at reception
- provision by email or printed copy on request
- provision to any patient who raises a complaint or concern.
The patient-facing Code of Practice should be displayed in the practice and given or sent to any patient who raises a concern or complaint.
7. Responsibility
Overall responsibility for complaints handling rests with the Practice Owners:
Dr Mihail Drug-Ionescu
Dr Roxana Drug-Ionescu
The Practice Owners are responsible for ensuring that complaints are:
- recorded
- acknowledged
- investigated appropriately
- responded to within appropriate timescales
- reviewed for learning
- used to improve practice systems where required.
The previous policy named the Practice Manager as the accountable contact. This has been updated because complaints responsibility now sits with the Practice Owners.
8. Support for patients raising concerns
Some patients may lack confidence in raising a concern, may need help explaining their views or may require communication support.
The practice will support patients as far as reasonably possible by:
- listening carefully
- allowing time for the patient to explain
- accepting concerns verbally or in writing
- allowing a representative to assist where appropriate
- considering communication needs
- using clear, respectful language
- avoiding defensive or dismissive responses.
Where a representative is raising a complaint on behalf of a patient, the practice must consider confidentiality, consent and authority to act.
9. Confidentiality and consent
Complaints will be handled confidentially and sensitively.
Information will only be shared with those who need to know in order to investigate and respond to the complaint, or where required by law, regulation, safeguarding, indemnity or professional obligations.
If a complaint is made by someone other than the patient, the practice may need the patient's consent before disclosing clinical or confidential information.
10. Verbal complaints
If a patient complains by telephone, at reception or anywhere else in the practice, the team member receiving the complaint should listen sympathetically and calmly.
The team member should:
- listen without interrupting unnecessarily
- acknowledge the concern
- remain polite and professional
- avoid becoming defensive
- make brief notes, with the patient's agreement where appropriate
- check whether the patient wants the matter treated as a formal complaint
- try to resolve simple issues immediately where appropriate
- refer the matter to a Practice Owner as soon as possible.
Where a verbal complaint can be resolved immediately to the patient's satisfaction, the matter should still be recorded appropriately if it raises a service, clinical, communication or safety learning point.
Where the issue cannot be resolved immediately, it should be passed to:
Dr Mihail Drug-Ionescu or Dr Roxana Drug-Ionescu
If neither Practice Owner is immediately available, the patient should be advised when one of them will be able to respond.
11. Aim when handling verbal complaints
The aim when handling verbal complaints is to:
- listen properly
- understand the patient's concern
- resolve simple issues promptly where possible
- avoid unnecessary escalation
- record the concern appropriately
- identify any learning or risk
- ensure the patient receives a clear response.
Not all concerns can or should be resolved instantly, particularly where clinical care, charges, consent, records, staff conduct or patient safety require investigation.
12. Written complaints
Written complaints may be received by letter, email, online message or other written communication.
Written complaints must be passed promptly to a Practice Owner.
Complaints about clinical care or associated charges will normally be discussed with or referred to the clinician concerned, unless there is a good reason not to do so or the patient specifically objects. The Practice Owners will consider the most appropriate way to investigate and respond.
If a claim has begun, or if a complaint to a regulatory body, indemnity provider or external organisation has been made or is intimated, advice should be sought from the relevant clinician's indemnity provider and/or appropriate adviser.
13. Acknowledgement
The practice will acknowledge written complaints as soon as reasonably possible, normally within three working days of receipt.
The acknowledgement should usually include:
- confirmation that the complaint has been received
- the name of the person handling the complaint
- a copy of, or link to, the practice complaints procedure / Code of Practice
- an indication of the next steps
- an expected timescale for investigation and response.
14. Investigation
The practice will investigate the complaint fairly and proportionately.
Investigation may include:
- reviewing the complaint
- speaking with the patient or complainant
- reviewing clinical records
- speaking with the clinician or team member involved
- reviewing appointment history, communications, estimates, consent forms or treatment plans
- reviewing radiographs, photographs, scans or lab records where relevant
- reviewing payment records or estimates where charges are involved
- considering whether advice from an indemnity provider is required
- identifying whether any immediate patient safety action is needed.
The practice will aim to provide an explanation and response within ten working days of receiving the complaint.
If the investigation cannot be completed within ten working days, the patient will be informed of the reason for the delay and the likely timescale for completion.
15. Meeting or telephone discussion
Where appropriate, the practice may offer to discuss the complaint with the patient by telephone or in a meeting.
The purpose of this discussion may be to:
- understand the concern more clearly
- clarify what outcome the patient is seeking
- explain clinical or administrative issues
- apologise where appropriate
- resolve misunderstandings
- agree next steps.
If the patient does not wish to meet or speak by telephone, the practice will continue to investigate and respond in writing where appropriate.
16. Response
Following investigation, the practice will confirm the outcome in writing.
The response should usually include:
- a summary of the complaint
- what was investigated
- relevant findings
- an explanation of what happened, where possible
- an apology where appropriate
- any action taken or proposed
- any learning identified
- details of external routes if the patient remains dissatisfied.
The practice may not be able to provide every detail where doing so would breach confidentiality, data protection or another person's rights.
17. Records
The practice will make and keep appropriate records of complaints.
Records may include:
- date complaint received
- name of complainant
- patient details, where relevant
- method of complaint
- summary of concern
- who handled the complaint
- investigation notes
- correspondence
- outcome
- learning points
- action taken
- any external advice or referral.
Complaint records will be kept securely and in accordance with confidentiality, data protection and retention requirements.
18. Learning from complaints
Twickel Dental Practice views complaints as an opportunity to improve.
The practice will review complaints to identify:
- recurring themes
- communication issues
- consent issues
- treatment planning issues
- fee or estimate issues
- appointment or diary problems
- staff training needs
- policy or system weaknesses
- patient information improvements
- clinical governance issues.
Where appropriate, complaints may be reviewed as part of clinical governance, significant event review, team meetings, training or policy review.
19. Complaints involving patient safety or duty of candour
Where a complaint raises a patient safety concern, the practice will consider whether any additional action is required under:
- Significant Event / Incident Reporting Policy
- Duty of Candour Policy
- Safeguarding Policy
- Infection Prevention and Control Policy
- Health and Safety Policy
- professional indemnity advice
- regulatory reporting requirements, where applicable.
If something has gone wrong, the practice will aim to be open, honest and appropriate in its response.
20. Complaints involving staff conduct
Where a complaint involves staff conduct, the practice will investigate proportionately.
Depending on the nature of the concern, the matter may also involve:
- supervision
- training
- informal management action
- disciplinary procedure
- bullying and harassment policy
- safeguarding procedure
- whistleblowing or underperformance procedure.
The complainant may receive an explanation of the outcome, but the practice may not be able to disclose confidential employment details.
21. NHS complaints route
For NHS dental treatment, a patient may complain either to the practice or to the commissioner, but generally not to both about the same matter at the same time.
From 1 July 2023, complaints about primary care services such as dentists are handled by the local Integrated Care Board rather than NHS England's former central complaints route. NHS England's complaints guidance states that patients should contact their local ICB for complaints about primary care services, including dentists.
Patients can find their local Integrated Care Board through the NHS website.
For Twickel Dental Practice, NHS complaints may fall within the relevant Shropshire, Telford and Wrekin Integrated Care Board arrangements, depending on the current commissioning structure.
22. Parliamentary and Health Service Ombudsman
If an NHS patient remains dissatisfied after the complaint has been handled by the practice or the ICB, they may be able to refer the matter to the Parliamentary and Health Service Ombudsman.
The Parliamentary and Health Service Ombudsman considers complaints about NHS services in England once local resolution has been completed.
23. Private dental complaints
For complaints about private dental treatment, patients may contact the Dental Complaints Service if the matter is not resolved through the practice complaints procedure.
The Dental Complaints Service is provided by the General Dental Council and handles complaints about private dental treatment. Current contact information includes telephone 020 8253 0800, Monday to Friday, 9am to 5pm, and postal address Dental Complaints Service, 37 Wimpole Street, London W1G 8DQ.
24. General Dental Council
The General Dental Council is the professional regulator for dental professionals in the UK. It registers dental professionals, sets standards, investigates fitness to practise concerns and works to protect patient safety and public confidence.
The GDC may be relevant where a concern relates to a dental professional's fitness to practise.
Current published contact details include General Dental Council, 37 Wimpole Street, London W1G 8DQ and telephone 0207 167 6000.
25. Care Quality Commission
The Care Quality Commission regulates health and social care services in England, including dental services.
Patients may share concerns with CQC about the quality or safety of care. CQC does not normally resolve individual complaints in the same way as the practice, ICB, Ombudsman or Dental Complaints Service, but uses information to inform regulatory oversight.
CQC's current contact number is 03000 616161, with phone lines open Monday to Friday, excluding bank holidays.
26. External contacts summary
If patients are not satisfied with the result of the practice procedure, they may consider the following routes:
For NHS treatment complaints
- Local Integrated Care Board, for NHS treatment complaints where the patient chooses to complain to the commissioner rather than the practice
- Parliamentary and Health Service Ombudsman, where local NHS complaint handling has been completed and the patient remains dissatisfied
For private treatment complaints
- Dental Complaints Service
- Telephone: 020 8253 0800
- Address: 37 Wimpole Street, London W1G 8DQ
For professional fitness to practise concerns
- General Dental Council
- Telephone: 0207 167 6000
- Address: 37 Wimpole Street, London W1G 8DQ
For concerns about quality and safety of regulated services
- Care Quality Commission
- Telephone: 03000 616161
- Address: Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
Contact details should be checked periodically before publication or before sending to a patient.
27. Related policies and procedures
This policy should be read alongside:
- Duty of Candour Policy
- Significant Event / Incident Reporting Policy
- Patient Safety Incident Procedure
- Safeguarding Children Policy
- Safeguarding Adults Policy
- Data Protection Policy including UK GDPR
- Confidentiality Policy
- Information Governance Procedures
- Equality and Diversity Policy
- Bullying and Harassment Policy
- Disciplinary Policy
- Grievance Policy
- Underperformance and Whistleblowing Policy
- Consent Policy
- Clinical Governance Policy
- Health and Safety Policy.
28. Review
This policy and relevant procedures will be reviewed annually, or sooner if:
- complaints guidance changes
- NHS complaints arrangements change
- GDC, CQC or other regulatory guidance changes
- learning from a complaint identifies the need for review
- practice procedures change
- contact details or escalation routes change.
Code of Practice for Patients Who Wish to Raise Concerns
Twickel Dental Practice
At Twickel Dental Practice, we place great emphasis on meeting, and wherever possible exceeding, our patients' expectations.
We try to ensure that all patients are pleased with their experience of our care and service, and we take any concern or complaint seriously.
If you have a concern about any aspect of your care, treatment, advice, charges, communication or experience at the practice, please let us know.
We will do all that we reasonably can to resolve your concern promptly, professionally and sensitively.
Who is responsible for complaints?
The people responsible for dealing with concerns and complaints at Twickel Dental Practice are the Practice Owners:
Dr Mihail Drug-Ionescu
Dr Roxana Drug-Ionescu
You can raise a concern:
- in person
- by telephone
- by letter
- by email (management@twickel-dental.co.uk)
- through a representative, where appropriate.
Verbal concerns
If you raise a concern by telephone or at reception, the team member you speak to will listen and try to help.
If the matter cannot be resolved immediately, it will be passed to one of the Practice Owners.
If a Practice Owner is not available at the time, we will advise you when they are expected to be available and arrange for them to contact you.
The team member may take brief details of your concern so that the Practice Owner can understand the issue before contacting you.
Written concerns
If you write to us by letter or email, your complaint will be passed to one of the Practice Owners as soon as possible.
We will normally acknowledge your complaint within three working days.
We will investigate your concern and aim to provide a written response within ten working days of receiving it.
If we are unable to complete our investigation within ten working days, we will let you know the reason for the delay and the likely timescale for our response.
How we will respond
We will:
- listen to your concern
- treat you respectfully and sensitively
- investigate the matter fairly
- explain what we have found where possible
- apologise where appropriate
- tell you about any action or learning where appropriate
- confirm the outcome in writing where appropriate
- keep proper records of your complaint.
We will handle your information confidentially. If someone complains on your behalf, we may need your consent before we can discuss your care or records with them.
If you are not satisfied
We will do all we reasonably can to resolve your concern.
If you are not satisfied with the outcome, or if you feel unable to raise the matter directly with us, you may contact an external organisation.
For NHS dental treatment, you may contact the relevant Integrated Care Board. NHS patients generally choose whether to complain to the practice or to the ICB, rather than pursuing the same complaint through both at the same time.
If you remain dissatisfied after local NHS complaint handling, you may contact the Parliamentary and Health Service Ombudsman.
For private dental treatment, you may contact the Dental Complaints Service.
For concerns about a dental professional's fitness to practise, you may contact the General Dental Council.
For concerns about the quality or safety of regulated services, you may contact the Care Quality Commission.
External contact details
Dental Complaints Service — private dental treatment
Telephone: 020 8253 0800
Address: 37 Wimpole Street, London W1G 8DQ
General Dental Council — professional regulator
Telephone: 0207 167 6000
Address: 37 Wimpole Street, London W1G 8DQ
Care Quality Commission — health and social care regulator
Telephone: 03000 616161
Address: Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
NHS complaints — NHS dental treatment
Patients may contact the relevant Integrated Care Board for NHS dental complaints.
Parliamentary and Health Service Ombudsman — NHS complaints
Patients may contact the Ombudsman if they remain dissatisfied after local NHS complaint handling has been completed.
