Complaints Procedure
This practice operates a complaints procedure as part of its dealing with patients’ complaints procedures which complies with The Independent Healthcare Regulations (Northern Ireland) 2005 requirements and is in line with the GDC’s ‘Standards for the Dental Team’.
Patients can be reassured that should they have a complaint, it will be listened to without discrimination and responded to within the appropriate timescale.
Patient feedback is very important to us and as such, we want to make it easy for patients to raise a concern or complain when and if required. Our complaints procedure is readily available at reception. We follow this procedure and will keep patients informed of our investigation and progress. We want patients to have a positive experience of making a complaint. Patient feedback helps us improve our services and is audited on a regular basis.
Receipt of written complaints will be acknowledged within 3 working days and investigated and responded to within 10 working days. If we foresee that this will not be possible, we will write to you and inform you of the more likely timeframe.
Patients are asked that in the event of any complaint, to speak directly or write to the clinician concerned, or to the appointed complaints manager, Jane Capper (jane.capper@greenwoodsdc.co.uk).
Patients who require further advice regarding the complaints process should direct their enquiry to Jane who, when applicable, may recommend the services of an independent advocate (E.g. The Patient and Client Council).
The Patient and Client Council
5th Floor
14-16 great Victoria Street
Belfast
BT2 7BA
Telephone – 0800 917 0222
If you are complaining on behalf of someone else, the rules of medical confidentiality will be adhered to. A note signed by the person concerned will be required, unless they are incapable (e.g. because of illness), to allow the complaint to be investigated.
At Greenwood, we will endeavour to satisfy you with our response to your complaint, but if you are not happy with our response, there are several external bodies you can turn to;
The Northern Ireland Public Services Ombudsman (NIPSO):
Progressive House
33-37 Wellington Pl
Belfast
BT1 6HN
Telephone: 0800 343424
NIPSO will look at your complaint and decide whether they should
investigate it.
GDC
1 Colmore Square, Birmingham B4 6AJ
Telephone:0207 1676000
For more information, visit GDC website – www.gdc-uk.org
The Regulation and Quality Improvement Authority (RQIA) is the independent body responsible for monitoring and inspecting the availability and quality of health and social care services in Northern Ireland, and encouraging improvements in the quality of those services. RQIA does not investigate complaints. However, through their regulatory activities, they have an important role in ensuring all regulated services have an effective complaints procedure, take complaints seriously and investigate complaints thoroughly, in line with DHSSPS complaints guidelines.
Regulation and Quality Improvement Authority (RQIA)
7th Floor
Victoria House
15-27 Gloucester St
Belfast
BT1 4LS
Telephone: 028 9536 1111 (9am – 5pm Mon to Fri)
Email: info@rqia.org.uk
Victoria House
15-27 Gloucester St
Belfast
BT1 4LS
Telephone: 028 9536 1111 (9am – 5pm Mon to Fri)
Email: info@rqia.org.uk