Policy
We work hard to provide a great orthodontic service to our patients and we hope you are always delighted with the dental care you receive from Pure Orthodontics. We welcome constructive feedback, whether good or bad, and are always looking for ways to improve, so please let us know what you think of our service.
Disabled access
We welcome patients with disabilities and have a ground floor surgery, toilet to DDA standards and wheelchair-friendly access to the building.
Data protection privacy notice
We take patient confidentiality seriously and all personal information is stored securely and treated in the strictest confidence with members of staff only having access when necessary.
Our full data protection privacy policy is set out here.
Feedback and complaints
Pure Orthodontics is committed to providing a high quality, patient-focused service. Feedback and complaints are taken very seriously, as we want every patient to feel satisfied with the services we provide.
Michele Parkes is our practice manager and complaints can be made to her in person and by telephone, email or letter. We will acknowledge a complaint within three working days. If you are still not happy and would like to take things further, The Dental Complaints service is the next step. The website can be found at www.dentalcomplaints.org.uk and here you will find an online form to fill in. Alternatively, they can be contacted by phone on 08456 120 540.
Our full complaints policy is available by clicking here.
Pure Orthodontics is committed to providing a high quality, patient-focused service. Feedback and complaints are taken very seriously, as we want every patient to feel satisfied with the services we provide.
Information on how to make a complaint
Complaints Policy
This practice is committed to providing a high quality, patient-focused service. Complaints and comments from patients are taken very seriously, as we want every patient to feel satisfied with the services we provide. The practice has a procedure for dealing with complaints, to ensure that every complaint is handled fairly and transparently. We will use the information received to learn and improve. When handling complaints, the practice is committed to being fair to staff while seeking to resolve complaints promptly.
All complaints will be dealt with by the practice in the first instance. If a complainant is dissatisfied with the response they receive, they then have the right to take their complaint to the Ombudsman for independent review.
Procedure
1. Complaints will be accepted from:
a. a patient
b. a person acting on behalf of a patient with the patient’s consent
c. a person acting on behalf of a patient where consent is not required.
2. Complaints may be made:
a. verbally in person
b. verbally over the telephone
c. by e-mail
d. by letter.
3. Complaints should be made within 12 months of the event that gave rise to the complaint, or within 12 months of the complainant becoming aware of it. Where a person could not reasonably have complained within this timescale, the practice may still consider the complaint.
4. When a person raises a concern or complaint in the first instance, members of the team should:
a. respond positively to the person
b. resolve the problem there and then if possible
c. explain that the practice has a procedure for handling complaints
d. ask the person if they wish to make a complaint using the practice procedure.
5. If the person does want to use the complaints procedure, the team member should:
a. explain the procedure
b. take a note of the details of the complaint
c. check that the person is happy to make the complaint verbally or whether they wish to put it in writing
d. pass the details of the complaint to the complaints manager.
6. Michele Parkes is the nominated responsible person and Michele Parkes is the complaints manager for the practice. All complaints should be directed to her in the first instance.
7. The complaints manager will acknowledge a complaint within three working days of receipt and at the same time will offer to discuss with the patient the handling of the complaint and the probable timescale for the investigation and response.
8. When a person complains on behalf of a patient, before proceeding to investigate the complaint, the complaints manager will:
a. verify the person’s identity
b. verify that the person has the patient’s written consent.
9. The complaints manager and/or responsible person will investigate the complaint. He or she may:
a. speak with staff involved
b. review any systems and processes involved
c. advise the clinician and/or provider on the appropriate response to the complaint
d. advise the clinician and/or provider on any changes required to working practices or systems
e. discuss the response with involved staff before contacting the complainant.
10. Following agreement of the appropriate response, the complaints manager or responsible person will contact the complainant to respond. Where the responsible person deems it appropriate, another member of the team will respond to the complainant directly.
11. If the complainant is not happy with the response, the complaints manager will advise them how to take their complaint to the next stage.
Complaints will be received by NHS England's Customer Contact Centre via telephone, email and postal communications, which can be accessed as follows:
Telephone: 0300 311 22 33
Email: england.contactus@nhs.net
Post: NHS ENGLAND PO BOX 16738 REDDITCH B97 9PT
Opening Hours: 08:00 - 18:00 Monday - Friday
12. The practice will keep a record of all complaints, responses and actions taken as a result of complaints.
