March 2024
Here at The Shrewsbury Orthodontic Centre we strive to create an open environment which promotes excellent communication between the Practice, our team and our patients. We feel that this creates a positive, welcoming Practice and therefore we rarely receive complaints. We take any complaints we do receive very seriously and we always ensure that the complaint, as well as the complainant, is treated professionally and with respect. We will investigate any complaint fully, in a fair and honest way. We aim to respond effectively and in a timely manner in line with our complaints procedure.
We understand that each member of our team has a responsibility to deal with complaints properly and professionally. The GDC requires dental professionals to:
- Ensure there is an effective written complaints procedure.
- Follow the complaints procedure at all times.
- Respond to complaints within the time limits set out in the procedure.
- Provide a constructive response to the complaint.
Mr Oliver Bowyer is the Practice lead for investigating and responding to any complaints received. In the event that a complaint is made against Mr Bowyer, this will be investigated by Mrs Karen Bott.
All new members of staff receive in-house complaints training as part of the induction process and all current staff under take regular complaints training both in-house and as part of their individual professional development.
Complaints procedure
Patients and members of the public can make a complaint either verbally in person or on the telephone, or in writing by email or letter. Once a complaint is received, staff will follow the procedure outlined below:
Recording the complaint:
- Start an action summary sheet – record the details of the person making the complaint and describe the reason for the complaint.
- The member of staff receiving the complaint shall speak to Karen Bott or Oliver Bowyer as soon as possible to advise them that there has been a complaint. If neither is in the Practice, they should be contacted by telephone.
Once this has been done the action sheet is then passed to Mr Bowyer to complete.
Acknowledging the complaint:
- Mr Bowyer will acknowledge the complaint in writing within 3 working days. A copy of our complaints procedure will be included with the letter and an estimate of how long we expect the investigation to take.
- Mr Bowyer or Mrs Bott will share the complaint with any staff members involved.
- A full investigation of the complaint will take place.
- If the complaint takes longer than expected to investigate then the complainant will be kept informed of the progress and the reason(s) for any delay(s).
- If communication breaks down between the Practice and the complainant, an external body can represent/help the complainant with their correspondence. They can contact:
Independent complaints Advocacy Services (ICAS)
Po Box 14043
Birmingham
B6 9BL
Telephone: 0300 456 2370
Email: pohwer@pohwer.net
- Staff will be informed of the outcome of the complaint and any changes to their working practices which may be implemented as a result of the complaint.
- Mr Bowyer will write to the complainant with the outcome.
The response will set out the findings and, where appropriate, provide apologies and information about what is being done as a result of the complaint. It will include information about how the complaint was handled and details of the complainants right to take their details to the relevant ombudsman.
- Mr Bowyer will ensure the complaint action sheet has been completed and filed appropriately with all other documentation (letters etc) relating to the compliant and its investigation. Records of complaints are stored for 3 years from the date of complaint.
Appeals:
- If a complaint outcome is appealed, Mr Bowyer will inform staff members and write to acknowledge the complaint giving a number of days in which a response will be made.
- Mr Bowyer will then investigate the appeal and look at any new information provided.
- A response will be made within the time scale outlined in the acknowledgement letter. If a response is delayed, the complainant will be kept informed of progress and the reason for the delay.
- If the complaint is still unresolved, the complainant will be directed to the ombudsman:
Patients living in England:
The Parlimentary and Health Service Ombudsman
Mill Bank Tower
30 Mill Bank
Westminster
London
SW1P 4QP
Telephone: 0345 0154033
Email: phso.enquiries@ombudsman.org.uk
Patients living in Powys:
Public Service Ombudsman for Wales
1 Fford yr Hen Gae
Pencoed
Cardiff
CF35 5LJ
Telephone: 0300 790 0203
Email: www.ombudsman-wales.org.uk
If a complaint should be directed straight to a third party and there is no requirement for Shrewsbury Orthodontic Centre to have an investigation, the complainant should be directed as follows:
If the complaint relates to NHS services, care or treatment:
Patients living in England:
NHS England
PO Box 16738 ,
Redditch
B97 9PT
Telephone: 0300 311 22 33
Email: england.contactus@nhs.net
Powys Teaching Health Board
Glasbury House
Bronllys Hospital
Bronllys
Brecon
LD3 0LS
Telephone: 01874 712697
Email: concerns.qualityandsafety.POW@wales.nhs.uk
If the complaint relates to Private services, care or treatment:
Dental complaints service or Care Quality Commission
Stephenson House National Correspondence
2 Cherry Orchard Road City Gate, Gallowgate,
Croydon Newcastle Upon Tyne
CR0 6BA NE1 4PA
Telephone: 0208253 0800 Telephone: 0300 061 61 61
Complaints procedure relating to patient finance
The FCA defines a complaint as ‘’any expression of dissatisfaction, whether justified or not, relating to the provision of, or failure to provide a financial service.’’ Any expressions of dissatisfaction must be recorded and responded to following the complaints procedure above unless they specifically relate to either:
- The finance services we offer
- An issue with, or failure to deliver, treatment or services being paid for by finance.
These complaints bring into scope certain sections of the consumer credit act 74 (sections 56 and 75). In basic terms these sections mean that if something has been paid for with credit and there is issue, costs can be reclaimed from the credit provider who can then claw back any costs from the practice.
Recording the complaint:
All complaints relating to patient finance or treatment plans paid for by finance need to be recorded and reported to the FCA. Regardless of the complaint, any dissatisfaction should be dealt with appropriately. When a complaint is received
- Start an action summary sheet – record the details of the person making the complaint and describe the reason for the complaint.
- The member of staff receiving the complaint shall speak to Karen Bott or Mr Bowyer as soon as possible to advise them that there has been a complaint. If neither is in the Practice, they should be contacted by telephone.
Once this has been done the action sheet is then passed to Mr Bowyer to complete.
Acknowledging the complaint:
- Mr Bowyer will acknowledge the complaint in writing within 3 working days. A copy of our complaints procedure will be included with the letter and an estimate of how long we expect the investigation to take.
- He will then notify the FCA that a complaint has been made.
Investigating the complaint:
- Mr Bowyer or Mrs Bott will share the complaint with any staff members involved.
- A full investigation of the complaint will take place.
- The practice should decide whether it is necessary to involve Medenta or V12 finance, especially if the complaint relates to the provision of the finance itself. For example if the complaint relates to time taken to decide whether to accept a finance application or the outcome of an application itself then it would be necessary to report this to V12 finance.
- If the complaint takes longer than expected to investigate then the complainant will be kept informed of the progress and the reason(s) for any delay(s).
- If communication breaks down between the Practice and the complainant, an external body can represent/help the complainant with their correspondence. They can contact:
Independent complaints Advocacy Services (ICAS)
Po Box 14043
Birmingham
B6 9BL
Telephone: 0300 456 2370
Email: pohwer@pohwer.net
The FCA states that a complaint must be resolved within 8 weeks.
- Staff will be informed of the outcome of the complaint and any changes to their working practices which may be implemented as a result of the complaint.
- Mr Bowyer will write to the complainant with the outcome.
The response will set out the findings and, where appropriate, provide apologies and information about what is being done as a result of the complaint. It will include information about how the complaint was handled and details of the complainants right to take their details to the financial ombudsman.
- Mr Bowyer will ensure the complaint action sheet has been completed and filed appropriately with all other documentation (letters etc) relating to the compliant and its investigation. Records of complaints are stored for 3 years from the date of complaint.
Appeals:
- If a complaint outcome is appealed, Mr Bowyer will inform staff members and write to acknowledge the complaint giving a number of days in which a response will be made.
- Mr Bowyer will then investigate the appeal and look at any new information provided.
- A response will be made within the time scale outlined in the acknowledgement letter. If a response is delayed, the complainant will be kept informed of progress and the reason for the delay.
- If the complaint is still unresolved, the complainant can be directed to the following services:
Dental complaints service or Care Quality Commission
Stephenson House National Correspondence
2 Cherry Orchard Road City Gate, Gallowgate,
Croydon Newcastle Upon Tyne
CR0 6BA NE1 4PA
Telephone: 0208253 0800 Telephone: 0300 061 61 61
Financial Ombudsman
Telephone: 0800 023 4567
Online: www.financial-ombudsman.org.uk/consumers/how-to-complain
Email: complaint.info@financial-ombudsman.org.uk
For not dealing with a regulated complaint or for failure to follow the handling process correctly can leave the business or individuals involved subject to penalties. These are:
Financial Ombudsman Service: Any complaints registered with the FOS will automatically incur a registration fee for the business in question.
Financial Conduct Authority: Can take enforcement action and ultimately withdraw the business’ permissions to operate.
GDC: May impose conditions, sanctions, lengthy further investigations, suspension or even removal from the register.
CQC: Has a full range of enforcement penalties including criminal sanctions.
Solicitors: The cost of defending against private litigation can be extensive with further costs applicable should the complaint be upheld.
Medenta/V12: Could suspend the contract and therefore remove the ability for the practice to offer patient finance.
By continuing to use the site, you agree to the use of cookies. You can change this and find out more by following this link