At Finer Feet at The Dental Academy we believe that complaints should be dealt with to the satisfaction of the complainant as quickly and effectively as possible.
We aim to handle all complaints in a fair and transparent manner. Complaints will be acknowledged in writing within three working days of receipt and we will aim to respond to them within ten working days. In cases where this is not possible we will contact the complainant regularly (at least every ten working days) to provide an update of the situation until the complaint is resolved.
The practice has implemented a standard procedure for dealing with complaints. All staff receive full training in this as part of their induction programme.
Complaints and their solutions will be monitored and reviewed. Any necessary actions or changes required to prevent recurrences should be dealt with by means of the standard procedures for corrective action.
Complaints should be learned from and used as an opportunity to raise the quality of the service the practice provides.
If the problem is not resolved to patient satisfaction we give details of The Heath and Care Professions Council Complaints Service, where they can request an independent review.
The HCPC complaints Service, Park House, 184 Kennington Park Road, London SE11 4BU Tel: 0845 300 6184