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 future. Our aim is to learn from any feedback we receive and improve the service we provide to our patients.
We will deal with complaints courteously and promptly and aim to resolve the matter as quickly as possible.
If you wish to make a complaint or simply let us know how we could have done better, please contact Emma Norton our Reception Lead on 01283 517525. If the complaint cannot be resolved you will be advised to put your concerns in writing to our complaints manager, Karen Cooper. We will ask you for brief details of your complaint so that the Complaints’ Manager can gather any useful information before contacting you.
The Complaints’ Manager usually works at the practice Monday-Thursday and will endeavour to be available during these times. If your complaint is about your treatment or the fee charged, we will usually ask the clinician concerned to contact you, unless you do not want this.
We acknowledge all complaints in writing as soon as possible, normally 3 working days.
Contact details
Email: karen.cooper29@nhs.net
Letter: 13 Market Place, Burton on Trent, DE14 1HA
We will offer to discuss the complaint with you and will ask how you would like to be kept informed of developments – by telephone, letters or e-mail. We will let you know how we will deal with your complaint and the likely time that the investigation will take to complete. If you do not wish to discuss the complaint further, we will still let you know the expected timescale for completing the investigation.
We will investigate your complaint promptly, within 15 working days or, if the issue is complex, within 6 months and, as far as reasonably practicable, will let you know how our investigation is progressing.
When we have completed our investigation, we will provide you with a full written report, unless you have told us that you do not wish for further communication. The report will explain how we considered the complaint, the conclusions we reached for each part of your complaint, details of any remedial action we have taken and whether further action is needed.
We keep proper and comprehensive records of any complaints that we receive and the action we have taken following investigation. We review these records regularly to ensure that we recognise our mistakes and take every opportunity to improve our service.
If your complaint was about your treatment and you are not satisfied with the result of our investigation, you can take up the matter with a relevant external organisation.
Staffordshire NHS
Tel: 0808 196 8861.
E: patientservices@staffsstoke.icb.nhs.uk
Derbyshire NHS
Tel: 0800 032 32 35.
E: ddicb.pals@nhs.net
For complaints about NHS treatment:
ENGLAND:
The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP (0345 015 4033 or www.ombudsman.org.uk).
For complaints about private treatment:
Dental Complaints Service, 37 Wimpole Street, London W1G 8DQ (020 8253 0800 or online at https://contactus.gdc-uk.org/dcs/Complaint/PrivatePatients).