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1. Introduction

Our Customer and Patients’ views are important to us and help to ensure our services are consistently meeting people’s needs.

If you are unhappy with any of our services, it is important that you let us know.

 

If a complaint alerts us to possible abuse or neglect, we will tell Leeds City Council's Adult Safeguarding Team. The Safeguarding Team will decide how to investigate and monitor outcomes.

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2. Making a Suggestion

You may feel more comfortable suggesting improvements than complaining formally.

Suggestions can be made by anyone receiving services, or their friends/family.

To make a suggestion you can:

  • Speak to the Manager or their Deputy

  • Send it to: Registered Manager, RA-Dental, 44 Southway, Horsforth, Leeds, LS18 5RS

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3. Making a Complaint

We aim to handle complaints quickly, effectively and in a fair and honest way.

We take all complaints seriously and use valuable information from investigating to help us improve the service we provide.

We treat all complaints in confidence.

 

RA -Dental assures Customers, Patients and their families that it will not withdraw or reduce services because someone makes a complaint in good faith.

 

4. Who can Complain

Anyone affected by the way RA-Dental provides services can make a complaint. A representative can make a complaint for the affected person if they:

  • Have died

  • Cannot make a complaint themselves, or

  • Have given consent for the representative to act on their behalf

If you are not happy about making a complaint yourself and you do not know someone who can talk or write to us on your behalf, we will be happy to help find someone from an independent organisation to act as an advocate for you.

 

5. How you can make a Complaint

You can complain:

  • In person

  • By telephone

  • Through a member of our staff

  • Through an advocate or representative

Where someone complains verbally, we will make a written record and provide a copy of it within 3 working days by letter or by email.

 

6. Anonymous Complaints

We deal with anonymous complaints through the same procedure. However, it should be noted that, if you provide contact details, we can update you on the outcome of our investigation which is not possible if a complaint is made anonymously.

 

7. Responsibility

The Registered Manager has overall responsibility for dealing with all complaints made about our service.

We will provide, as far as is reasonably practical:

  • Any help you need to understand the complaints procedure

  • Advice on where you may get that help

  • Information about making a complaint in a way you can understand

 

8. How we handle Complaints

The Registered Manager may ask one of the management team to investigate the complaint.

That person will have enough seniority and experience to deal with the issues raised by the complainant.

 

We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it.

 

We will keep you informed about the progress of the investigation.

We aim to have fully investigated all complaints within 28 working days unless we agree a different time scale with you.

 

When we have finished investigating, we will arrange to meet with you to discuss the outcome, and write to you with:

  • Details of the findings

  • Any action we have taken

  • Our proposals to resolve your complaint

 

9. Time Limits

You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. However, we will consider whether you had a good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

 

10. Further Steps

At any stage during the process, if you are not happy with the way the service is dealing with your complaint you can contact the Registered Manager at:

Registered Manager,

RA-Dental,

44 Southway,

Horsforth,

Leeds,

LS18 5RS

 

Once we have dealt with your complaint, if you are not happy with the outcome you can refer your complaint to the Dental Complaints Services for private dental care or the General Dental Council for private and/or NHS dental care.

 

The services of RA-Dental are registered with, and regulated by, the Care Quality Commission. The CQC cannot get involved in individual complaints about providers but is happy to receive information about services at any time, including your experiences of care whether good or bad.

 

You can give feedback on care directly to the CQC at Give feedback on care - Care Quality Commission

 

*We can provide this policy in other languages or in other formats on request*

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