Patient Complaints Procedure
We want our service to meet your expectations. If you have a concern or complaint about any aspect of our service, we want to understand what went wrong and how we can improve.
We will deal with complaints courteously and promptly and aim to resolve the matter as quickly as possible.
Making a Complaint
If you wish to make a complaint or simply let us know how we could have done better, please contact Farren Cummins, our Complaints Manager, using any of the following methods.
Email Your Complaint
For the attention of Farren Cummins, Complaints Manager.
Write to Us
Farren Cummins, Complaints Manager
Market Place Dental Practice
6–8 Market Place
Ramsbottom, Bury
BL0 9HT
Complaints Manager availability
The Complaints Manager usually works at the practice
Monday to Friday, 9:00am to 5:00pm, and will endeavour to
be available during these times.
You may find it more convenient to make an appointment so that sufficient time can be dedicated to meeting with you.
How We Handle Your Complaint
We normally acknowledge complaints in writing within this time and include a copy of our code of practice.
We aim to investigate your complaint and provide a full written response within this time.
If more time is needed, we aim to provide a full response within 28 days where reasonably practicable, keeping you updated.
Receiving Your Complaint
If you contact the practice and the Complaints Manager is not available, we will arrange a convenient time for them to contact you.
We will ask for brief details of your complaint so that the Complaints Manager can gather useful information before contacting you. You will be given a copy of the notes made for the Complaints Manager.
If the matter requires a more immediate response, we will arrange for a senior member of the dental team to deal with it.
If your complaint is about your dental treatment or the fee charged, we will usually ask the dentist concerned to contact you, unless you do not want this.
We acknowledge all complaints in writing and enclose a copy of this code of practice as soon as possible, normally within three working days.
Investigating Your Complaint
We will offer to discuss the complaint with you and ask how you would like to be kept informed of developments: by telephone, letter, email or face-to-face meetings.
We will explain how we will deal with your complaint and the likely time the investigation will take. If you do not wish to discuss the complaint further, we will still let you know the expected timescale.
We aim to investigate your complaint and provide a full written response within 10 working days. If the complexity of the investigation means we require additional time, we will keep you informed of our progress and explain the reason for the delay.
In these circumstances, we aim to provide a full response within 28 days where reasonably practicable.
Our Written Response
When we have completed our investigation, we will provide a full written report, unless you have told us you do not wish to receive further communication.
The report will explain how we considered your complaint, the conclusions reached for each part of it, any remedial action taken and whether further action is needed.
Complaint Records and Service Improvements
We keep proper and comprehensive records of the complaints we receive and the action taken following investigation.
We review these records regularly to recognise our mistakes, learn from feedback and take every opportunity to improve the service we provide to our patients.
If You Are Not Satisfied
If your complaint concerns your dental treatment and you are not satisfied with the result of our investigation, you can take up the matter with a relevant external organisation.
Dental Complaints Service
For assistance with an unresolved complaint about private dental treatment, contact the Dental Complaints Service.
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Telephone:
020 8253 0800 -
Address:
37 Wimpole Street
London W1G 8DQ -
Online:
Dental Complaints Service enquiry form
NHS Greater Manchester Patient Services
You can complain directly to the practice or contact NHS Greater Manchester Patient Services about NHS dental care. They can advise whether they are able to handle your concern or complaint.
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Email:
nhsgm.patientservices@nhs.net -
Telephone:
0161 271 3980
9:00am–4:00pm, Monday to Friday, excluding Bank Holidays -
Address:
NHS Greater Manchester
The Tootal Buildings
56 Oxford Street
Manchester M1 6EU
Public Service Ombudsman
If you remain dissatisfied after the NHS complaints process has been completed and you have received a final response, you can contact the Public Service Ombudsman, formerly the Parliamentary and Health Service Ombudsman.
- Telephone: 0345 015 4033
- Website: www.ombudsman.org.uk
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Address:
Citygate
Mosley Street
Manchester M2 3HQ
Independent Oral Health Advice
For independent oral health advice, you can contact the Oral Health Foundation.
Telephone:
01788 546365
Website:
www.dentalhealth.org
Let Us Know How We Can Improve
Our aim is to learn from your feedback and improve the service we provide. Please contact our Complaints Manager if you would like to raise a concern.
The email button opens your email application. You can also email Ramsbottomdental@outlook.com directly.