At UCLan Dental Clinic we take all complaints seriously an aim to deal with your concerns and timely manner. The person responsible for dealing with any complaint made directly to reception, face to face, via telephone or email is the Practice Manager: Jane Pearson.
When a patient complains to reception our team will takes notes on the nature of your complaint and refer you to the manager immediately if possible.
If the manager is unavailable at the time of your call, we will indicate a time for them to respond to you directly regarding your concerns.
If the patient complains in writing the letter will be passed on immediately to the Clinical Director Paul Walsh.
If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the Principal Dentist in charge, unless the patient does not want this to happen.
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. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which 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.
We will confirm the decision about the complaint in writing immediately after completing our investigation.
We will keep comprehensive records of any complaint received.
If a patient is not satisfied with the result of our procedure then a complaint may be made to:
The Dental Complaints Service (08456 120 540)
for complaints about private treatment
ICAS (Independent Complaints Advocacy Service)
ICAS, Suite 2, Unicentre
01772 821 909
Freephone Helpline: 0808 802 3000
Customer Care Team,
NHS Central Lancashire
Lancashire Business Park
Freephone: 0800 032 24 24
Tel: 01772 777 952
Textphone: 01772 227 005