Bracely Code of Practice for Handling Complaints

In our practices we take complaints very seriously and try to ensure that all patients are pleased with their experience of our services. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.

Complaints Made To Our Practices:

• The person responsible for dealing with any complaints about the service is the Complaints Manager.
• If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer them to the Complaints Manager. A 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.
• If the patient complains in writing, the letter will be passed on immediately to the Complaints Manager.
• 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.
• We will acknowledge the patient’s complaint and include a copy of this Code of Practice within three working days. The patient will be invited to discuss their concerns, and we will aim to investigate the complaint within the agreed response period to explain the circumstances that led to it. If we are unable to investigate the complaint within the agreed time frame, we will notify the patient, providing 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. This will be done within 10 working days of receiving the complaint.
• Proper and comprehensive records are kept for every complaint received.
• Bracely welcomes all complaints, and any patient who makes a complaint will not be treated adversely because of it. If you do not wish to complain directly to Bracely, you can address your complaint to the relevant regulatory body.
• In cases where a patient makes a complaint or claim, we may need to provide information about the patient and the treatment they received to our insurers, indemnifies, or legal advisers.

Complaining to Dental Complaints Service

We hope that, if you have a problem, you will make use of our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, this does not affect your right to complain to an independent body, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.

For further advice, you should contact:

Dental Complaints Service 10 Brindley Place,
Birmingham, England, B1 2JB

Telephone:  0808 189 1449 (Monday – Friday 9am – 5pm)