Complaints Policy and Procedure
In this practice we take complaints very seriously and try to ensure that all patients are pleased with their experience of our services. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.
If you have a complaint or concern about the service you have received from the dentist or any of the staff working at this practice, please let us know. We operate a practice complaints procedure for dealing with complaints. Our complaints system meets national criteria.
We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out this way and you wish to make a complaint, we will respond to your complaint within three working days, enabling us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint within 12 months of the incident that caused the problem.
Complaints should be addressed to Laura Nicholls – Complaints Manager, or Masoud Shahram – Deputy Complaints Manager. You may ask for an appointment in order to discuss your concerns. We will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
What shall we do:
Complaints made to the practice
The person responsible for dealing with any complaints about the service is Laura Nicholls . If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint and offer to refer him or her to Laura Nicholls . 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 to deal with it.
If the patient complains in writing the letter will be passed on immediately to Laura Nicholls . 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 within three working days. You will be invited to discuss your concerns; we will seek to investigate the complaint within the agreed response period of the complaint being received to explain the circumstances which led to the complaint. If we are unable to investigate the complaint within this agreed time period, 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. This will be within 14 days of the compliant received
Proper and comprehensive records are kept of any complaint received.
Norwich Dental Care welcomes all complaints; any patient that makes a complaint will not be adversely treated due to having complained. If you do not wish to complain directly to the Practice you can address your complaint directly to the relevant body.
Should a patient make a complaint or claim, we may need to provide information about the patient, and treatment they have received, to insurers, indemnifiers or legal advisers.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of clinical confidentiality. If you are complaining on behalf of someone else, we must know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of physical and mental illness) of providing this.
Complaining to the Local Integrated Care Board (ICB) formerly NHS England
We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. This does not affect your right to approach the ICB if you feel you cannot raise your complaint with us, or you are dissatisfied with the result of our investigation.
Should you wish to make a direct complaint to the ICB or other external body please contact:
The NHS Norfolk and Waveney Integrated Care Board (ICB) investigates, records and responds to compliments, complaints, enquiries and concerns from patients and members of the public. This allows local issues and concerns to be shared and provides opportunity for learning alongside our colleagues at other service providers in Norfolk and Waveney.
You can view our Complaints Handling Policy and Procedure here.
Contact the Complaints team
You can contact the ICB Complaints team by:
E-mail: nwicb.complaintsservice@nhs.net
In writing: Complaints Manager, NHS Norfolk and Waveney Integrated Care Board, County Hall, Martineau Lane, Norwich, NR1 2DL
Telephone: 01603 595857 (This is an answer machine service. Please leave a message requesting a call back).
Who can make a complaint?
Anyone can raise a concern or make a complaint. You can complain about NHS services or treatment you receive or you can complain on behalf of another person.
If you make a complaint on behalf of someone else, please ask their permission before you contact us. We need to ensure patient confidentiality and the patient’s written consent will be sought before we respond to the issues you have raised on their behalf.
How do I raise a concern or make a complaint?
Although we always try to commission responsibly so that you are provided with the best possible care, we know that sometimes things can go wrong. We try to sort out most problems easily and quickly. In the first instance you should speak to the person concerned when the problem arises – they should try to resolve your concerns for you.
If, however you are not completely satisfied or they cannot resolve your problem, you may wish to make a formal complaint. You can make a formal complaint by contacting our Complaints and Enquiries Team.
What can I expect after making a complaint?
All formal complaints will be acknowledged within three working days. We expect to be able to respond to complaints within 30 working days. However, if this is not possible we will notify you with a revised date for response.
For all formal complaints a written response will be sent to you from the ICB’s Chief Executive, which will answer the issues you have raised.
Complaints about primary care services (GP, dentist, pharmacy or optician)
The ICB has taken on responsibility for all primary care complaints from NHS England as of 1 July 2023.
If you would like to raise a complaint or concern about any aspect of care, treatment, or service you have received the practice/provider would welcome the opportunity to hear from you and work together to address your concerns as quickly as possible. In most instances this would mean asking the setting to either speak to their practice manager or complaints manager, or requesting a copy of their complaints procedure.
Alternatively, if you feel that your complaint cannot be resolved locally with the practice/provider, you can raise your complaint to NHS Norfolk and Waveney ICB as the commissioner of primary care services, using the contact details at the top of this page.
Please note that you cannot raise the same complaint to both organisations and that once a complaint has been responded to formally, the ICB will be unable to reconsider this.
Patients with ongoing primary care complaints
If you have an ongoing complaint that was submitted to NHS England on/after 1 July 2022, that will now be handled by the ICB. You will receive a letter from NHS England informing you that the ICB is now handling your complaint with confirmation of your case handler.
If you have an ongoing complaint submitted before 1 July 2022 you will receive a letter from NHS England informing you that your complaint is being kept with NHS England, and will receive confirmation of your case handler.
What to do if you are not satisfied
If you are not satisfied with our response you can write to us stating the reasons why you are dissatisfied. We will arrange to review and provide a further response to your complaint, if appropriate.
You have the right to take your complaint to the Parliamentary and Health Service Ombudsman, if you are not satisfied with the way your complaint has been dealt with by the NHS. The Ombudsman will generally only consider your complaint once you have completed the ICB’s complaints procedure and received your final response.
If the Ombudsman is of the opinion that the ICB can do more to resolve your complaint, they will refer your complaint back to us.
You can contact the Parliamentary and Health Service Ombudsman at:
Address: The Parliamentary and Health Service Ombudsman, Millbank Tower, London, SW1P 4QP
Telephone: 0345 015 4033
Website: www.ombudsman.org.uk
Where can I receive help to make my complaint?
While the ICB’s Complaints and Enquiries team are very happy to assist people in bringing their complaint to the NHS, independent advocacy services are offered by POHWER. Their contact details are below.
Telephone: 0300 456 2370
Email: pohwer@pohwer.net
Address: PO Box 14043, Birmingham, B6 9BL
Click here to find your local ICB details
The ICB investigates, records and responds to compliments, complaints, enquiries and concerns from patients and members of the public. This allows local issues and concerns to be shared and provides opportunity for learning alongside our colleagues at other service providers in Norfolk and Waveney.
If you wish to raise a formal complaint, please contact our complaints team:
Email: nwicb.complaintsservice@nhs.net
Phone: 01603 595857
Parliamentary & Health Service Ombudsman Millbank Tower
Millbank London SW1P 4QP
Telephone: 0345 15 4033 Email: www.ombudsman.org.uk
Dental Complaints Service 37 Wimpole Street London
W1G 8DQ
Telephone: 0845 222 4141 or 020 7887 3800
General Dental Council 37 Wimpole Street London
W1G DQ
Telephone: 0845 222 4141 or 020 7887 3800
Email: www.gdc-uk.org
Approved By: Masoud Shahram , Laura Nicholls Date Published: 04/10/2023
