reception@shamsmoopendentalpractice.co.uk
   54-56 Kingsley Road, Northampton, NN2 7BL
   call us today on: 01604 722 733

Complaints Procedure

Patient Complaints Policy

We take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want out complaint about a service to be handled. We learn from every mistake that we make and we respond to customers concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service that we provide is the Practice Manager, our complaints Manager.
  2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to the dentist and arrangements will be made for this to happen. 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 else to deal with it.
  3. If the patient complains in writing or e-mail this will be passed on immediately to the Complaints Manager.
  4. 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.
  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days.
  6. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances that led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days, we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  8. Proper and comprehensive records are kept of any complaint received.

If patient’s are not satisfied with the result of our procedure then a complaint may be made to:

Complaining to NHS England:

By post to:

NHS England
PO Box 16738
Redditch
B97 9PT

By email to: england.contactus@nhs.net
Please state: ‘For the attention of the complaints team’ in the subject line.
By telephone: 0300 311 22 33

Our opening hours are:

Monday – Tuesday 8am to 6pm
Wednesday 9.30 am to 6pm
Thursday – Friday 8am to 6pm

We are closed at weekends and bank holidays.
We will take a note of your complaint and arrange for it to be passed to a case officer.

Second stage of the complaints process

If you are not content with our reply, the next step is to ask the Parliamentary and Health Service Ombudsman (PHSO) to review your complaint and how it has been handled.

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Telephone: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk

Our team at Moopen Dental Care are waiting to talk to you today

Our Practice aims to provide dental care of a consistent quality for all patients. Our staff members have a Job Description that defines their responsibilities when looking after you.

Call us today on:
01604 722 733

Alternatively, you can contact us using the form

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