Complaints

This practice operates a complaints procedure as part of its dealing with patients’ complaints which complies with the HSC complaints procedure and also in compliance with The Independent Healthcare Regulations (Northern Ireland) 2005 requirements.  

Patients are asked that in the event of any complaint, to speak directly or write to the clinician concerned, or to 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

A copy of the complaints process is held in the waiting room.

If this is a complaint regarding NHS dental treatment and you are not happy with the practice response to your complaint, you can contact the HSCB Complaints Officer at:

Health and Social Care Board

Complaints Office

12-22 Linenhall Street

HSC Board Headquarters

Belfast

BT2 8BS

Telephone: 028 9536 3893

Email: complaints.hscb@hscni.net

Website: Health and Social Care Board

If you remain unhappy you can refer your complaint 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.

Complaints about private dental treatment, if not satisfied with the in house process, should be referred to;

Dental Complaints Service

37 Wimpole Street 

London 

W1G 8DQ

Telephone: 020 8253 0800

This procedure should be followed if you are complaining on behalf of someone else.  The rules of medical confidentiality will be adhered to if the complaint is received on behalf of someone else. A note signed by the person concerned will be required, unless they are incapable (e.g. because of illness) of providing this to allow the complaint to be investigated.

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