Complaints Procedure – This practice operates a complaint procedure as part of its dealing with patients’ complaints which complies with the Care Quality Commission requirements. Patients are asked that in the event of any complaint, to speak or write to either Dr Andrew Moszczynski the Registered Manager or Karen Moszczynski, the Practice Manager. Patients who require further advice regarding the complaints process should direct their enquiry to Dr Andrew Moszczynski who, when applicable, will recommend the services of an independent advocate. A copy of the complaints process is held at reception and is available on request.
What we shall do – Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible. We shall acknowledge complaints within 2 working days and aim to have looked into the complaint within 10 working days of the date when it was raised. We shall then be in a position to offer an explanation or a meeting as appropriate. If there are any delays in the process we will keep the complainant informed. When we look into a complaint, we shall aim to:
- find out what happened and what went wrong
- make it possible for the complainant to discuss the problem with those concerned
- Identify what we can do to make sure the problem does not happen again.
At the end of the investigation the complaint will be discussed with the complainant in detail, either in person or in writing.
Complaining on behalf of someone else – The rules of medical confidentiality will be kept, if the complaint is received on behalf of someone else. A note signed by the person concerned will be needed, unless they are incapable (e.g. because of illness) of providing this to allow the complaint to be investigated. If the complaint is not resolved to the patient’s satisfaction, the patient will be advised to write to:
Private Patient Complaints
The Dental Complaints Service
2 Cherry Orchard Road
Croydon CR0 6BA
020 82530 800 at local rate (Monday – Friday 9am – 5pm)
Denplan Complaints Handling and Risk Management
Winchester Hants SO23 7RG
01962 828000 www.denplan.co.uk
Care Quality Commission
(for concerns about the service provided)
CQC National Customer Service Centre
Newcastle upon Tyne NE1 4PA
Tel 03000 616161 or Fax 03000 616171
Help us to get it right – We constantly try to improve the service we offer, so we will encourage patients to let us know when we have done something well or if there are any suggestions as to how we can do something better.
Andrew Moszczynski BDS LDS RCS (UK) Registered Manager