We are committed to providing high quality care for all and will ensure that our patients and their representatives can seek advice, provide feedback or make a complaint about any aspect of our service. We adopt a no-blame approach to complaints that we receive but recognise that all feedback provides an opportunity for us to develop and improve our service.
Why make a complaint?
We want our service to meet your expectations. If you have a concern or complaint about any aspect of our service, we want to know what mistakes we made and identify how we can improve to ensure that we meet your expectations in the future. Our aim is to learn from any feedback we receive and improve the service we provide to our patients.
Our approach to complaints
We are sorry that you feel a complaint is justified. Complaints are an opportunity for us to review our procedures and ensure that the high standards of care, service and ethics are maintained. In a busy practice, we acknowledge that, despite our best efforts, human error is inevitable. We welcome the opportunity to graciously resolve any issues that have arisen. However, please be aware that unreasonable or aggressive behaviour is not tolerated within Diamond Dental Clinic.
What is our code of Practice?
All complaints are:
Who are the ‘Complaints team?
How do I make a complaint?
Complaints can be made in person, by telephone or in writing (including email). A complaint can be made by a patient of the practice or a person acting on their behalf if the patient is a child, has physical or mental incapacity, has consented to the person acting on their behalf, or has delegated authority to act on their behalf.
What happens next?
The Complaints Manager will acknowledge the complaint in writing within 3 working days and enclose a copy of our code of practice for handling complaints. If a delay in acknowledging the complaint is anticipated, the reason for the delay will be explained to the individual.
We aim for the investigation to be completed and for the individual to receive the report within 10 working days.
What if I am still not satisfied?
If you are unhappy with our response to your complaint, we would encourage you to contact us again with any outstanding issues and we will investigate further and/or advise of options available to you.
If you feel your complaint concerning NHS treatment cannot be resolved at Practice level, you can approach the HSC Board Complaints Department and request that they act as an ‘honest broker’ or intermediary to help resolve your complaint. The practice can also approach the board if it considers that the Board’s involvement will be of benefit. Both you and the Practice need to be agreed on the Board acting in this role.
If you remain dissatisfied, you should normally respond to us (or approach the Board) within 3 months of the reply being issued. Failure to do so may result in the complaint being closed by the practice.
Alternatively you can approach:
The Ombudsman will not usually consider a complaint until the HSC Complaints Procedure has been exhausted.
The Patient & Client Council can act as advocate for you regarding complaints concerning NHS treatment. They can advise and support you through the complaints process, assist you in compiling a complaint and accompany you to meetings. The council can be contacted 2nd Floor, Centre House, 79 Chichester Street, Belfast, BT1 4JE (Tel- freephone 0800 917 0222)
The Practice is registered with RQIA, which has a role in overseeing how the regulated sector and HSC handle complaints in light of the standard and regulation laid down by DHSSPS.