Zero Tolerance and Complaints Policy
Patient Complaints Procedure
It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously; we investigate them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint.
If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly.
If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly to NHS England at england.contactus@nhs.net
Laura Wakeham is the Complaints Manager and will be your personal contact to assist you with any complaints. If your verbal complaint is not resolved to your satisfaction within 24 hours, or if you complain in writing, the Complaints Manager will acknowledge it in writing within 3 working days and will aim to provide a full response in writing as soon as practical.
If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when the person is next available. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint.
If the complaint investigation takes longer than anticipated, the Complaints Manager will keep you informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed.
When the investigation has been completed, you will be informed of its outcome in writing and invited to a meeting to discuss the results and any practical solutions that we can offer. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.
Get in touch with the professional team at Fosse Dental Care to book an appointment.
NHS Zero tolerance policy
This Practice is committed to fulfilling a duty of care to protect staff and other patients and adheres to the NHS zero tolerance policy.
In cases of:
- Unacceptable behaviour, including threatening behaviour, physical abuse, verbal abuse, race, gender or any other form of discrimination or unreasonable behaviour.
- Fraudulent or criminal behaviour, including deliberately obtaining drugs for non-medical reasons, attempting to use the dentist to conceal or aid criminal activity, stealing from the practice premises.
Any of the above instances could result in being asked to leave the premises immediately and permanent removal from our patient list.
We would ask that you treat all of our staff in a courteous manner, our staff understand that patients in pain do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint. All incidents will be followed up and you will be sent a formal warning after a second incident or removed from the practice list after a third incident if your behaviour has been unreasonable. An exception to this procedure is instant removal from our premises and practice list, should the incident require police presence due to aggressive and or threatening behaviour.
For further information regarding our Zero tolerance policy please contact one of our reception team.
Meet Our Amazing Team
Dr Breejesh Patel
BDS, England - Principal Dentist
Dr Ravin Jansari
BDS, England - Principal Dentist
Dr Rina Popat
BDS England - Associate Dentist
Dr Gurdeep Dhanoa
BDS, England - Associate Dentist
Contacts
We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take it further, please see the contacts below.
For private dental treatment, you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk
If you are still unhappy about your NHS complaint, you can contact the Parliamentary Health Ombudsman (England): by calling 0345 015 4033 or visiting www.ombudsman.org.uk
You can also contact The Care Quality Commission (CQC) who regulates private and NHS dental care services in England by calling 03000 616161 who may be able to help.
The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org, by contacting them on information@gdc-org.uk or by calling 020 7167 6000.
We ensure your dental care is our top priority.
Call Fosse Dental Care,
local dental practice in Leicester on 0116 262 1015
