Beaufort Smiles - Making Dentistry Better For You
 

 
 
Complaint Policy
 
Review Date May 2019
 
 
 
What is a complaint?
 
At Portman Healthcare we pride ourselves on the high quality of care we provide our patients and we aim to look after you as we wish to be looked after ourselves.  However, if you have any concerns or comments regarding your dental care which you wish to raise we will address these as a matter of priority.
 
We welcome all feedback, both positive and negative, and we will approach your complaint as an opportunity to learn and improve our service in the future.  We will not react defensively to your complaint and your confidentiality and access to our services will be protected.
 
How do I complain about NHS dental care?
 
A complaint may be made to either the practice (as the provider of the service) or NHS England (as the commissioner of the service). 
 
If you wish to complain to the practice then this can be made verbally, or in writing, and may be made to any member of the practice team.  Please see below for the practice contact details should you wish to make a complaint.
 
Beaufort Dental Health Centre
45b Rosliston Road
Stapenhill
Burton on Trent
Staffordshire
DE15 9RQ
Tel: 01283 569000
 
By email to: Clare Ison, Practice Manager
 
Should you wish to raise a complaint directly with NHS England then they can be contacted at
 
 
NHS England
PO Box 16738
Redditch
B97 9PT
 
Tel: 0300 311 22 33
 
 
NB. If a complaint is first raised with the practice then it cannot be investigated by NHS England.  Conversely, a complaint first raised through NHS England cannot then be made subsequently to the practice.
 
How do I complain about dental care provided privately?
 
If you wish to make a complaint about care received privately then this can be made verbally, or in writing, to any member of the practice team.  Please see below for the practice contact details should you wish to make a complaint.
 
Beaufort Dental Health Centre
45b Rosliston Road
Stapenhill
Burton on Trent
Staffordshire
DE15 9RQ
Tel: 01283 569000
 
By email to: Clare Ison, Practice Manager
 
 
How will my complaint be handled?
 
 
Verbal
 
A verbal complaint will be immediately logged and we will try and resolve your concerns at the time.  If appropriate, the Practice Manager will be able to discuss your complaint to try and resolve the situation for you.
 
As all of our clinicians operate as independent practitioners, any complaint concerning clinical care will be immediately passed to your treating clinician.  Regarding a verbal complaint over your care the treating clinician should be available to discuss and resolve your concerns.
 
 
Written
 
You may make a complaint in writing to the practice, Practice Manager or practitioner.  Your complaint will be handled as outlined below
 
               
 
If we anticipate any delays in providing a full response you will be notified and kept updated every ten working days of the progress of your complaint.
 
What do I do if I’m not satisfied with the complaints process?
 
If you are not happy with how your complaint has been handled then our Complaints Manager, Dr Laura Hunter, can be contacted at
 
Laura Hunter
Portman Healthcare
6 Pittville Lawn
Cheltenham
Gloucestershire
GL52 2BD
Email: laura.hunter@portmanhealthcare.co.uk
 
 
What do I do if I’m not satisfied with the outcome of my complaint regarding my NHS dental treatment?
 
If your care was provided within the NHS and you are not happy with the outcome of your complaint you may contact the Parliamentary Health and Service Ombudsman at
 
Parliamentary Health and Service Ombudsman
Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
 
Tel: 0345 015 4033
 
 
What do I do if I’m not satisfied with the outcome of my complaint regarding my private dental treatment?
 
If your care was provided privately and you are not happy with the outcome of your complaint you may contact the Dental Complaints Service at
 
 
By post to:
 
Dental Complaints Service
37 Wimpole Street
London
W1G 8DQ
By phone: 020 8253 0800
 
 
N.B For complaints to NHS England and the Dental Complaints Service, a complaint needs to be raised within 12 months of the issue either taking place, or becoming known to yourself