Code of practice for patient complaints

It is the aim of this practice to ‘Have a Clear and Effective Complaints Procedure’ by meeting the GDC ‘Standards for the Dental Team’, to meet the NHS complaints requirements and deliver good practice in complaint handling.

The team is trained to resolve all complaints promptly, efficiently and politely by following our Patient Complaints Procedure (G 110C) and Complaint Management procedures (G 110). The team responds to complaints in the time limits set by the Complaints Procedure and always provides constructive responses to complaints. The practice never discriminates against a patient who has made a complaint.

Team members do not react defensively to a complaint but listen carefully to a patient who makes one and involves them fully in the process of managing it. The team member will make best endeavours to meet any outcomes the patient expects.

If a patient is not satisfied despite our best efforts to resolve the complaint they will be informed about other avenues that are open to them such as the GDC Dental Complaints Service 37 Wimpole Street London W1G 8DP, the NHS Ombudsman and the Financial Ombudsman.

The team are regularly trained in complaint handling and are involved in the regular review of complaints, complaints procedures and management (through iCOMPLY) so that services, policies and procedures can be continually improved.

Contact the practice by email info@splashorthodontics.co.uk, telephone 01273 203514 or send a letter to Splash Orthodontics at 70 Sackville Road, Hove, East Sussex BN3 3HA and address your query to Iain Hoeltschi Practice Owner.

Financial Ombudsman – https://www.financial-ombudsman.org.uk/, complaint.info@financial-ombudsman.org.uk, call the helpline on 0800 023 4567. If you are dissatisfied with our response and your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter. Further information and contact details can be found on www.financial-ombudsman.org.uk.