Effective Date: 15 May 2025
Introduction:
We are committed to providing high-quality care and services. If you have a complaint or concern, we want to hear from you. This policy outlines how we handle complaints in accordance with UK healthcare regulations.
Who Can Make a Complaint:
Anyone who has received care or services from us, including patients, carers, or family members.
How to Make a Complaint:
1. Verbal: Speak to a member of staff or contact our complaints department.
2. Written: Send a letter or email to our complaints department.
3. Use our Complaint Form
Complaints Procedure:
1. Acknowledgement: We'll acknowledge your complaint within 3 working days
2. Investigation: We'll investigate your complaint and gather relevant information.
3. Response: We'll provide a response to your complaint, usually within 10 working days
Principles:
- Fairness: We'll handle complaints fairly and without bias.
- Confidentiality: We'll maintain confidentiality throughout the complaints process.
- Timeliness: We'll respond to complaints in a timely manner.
Escalation:
If you're not satisfied with our response, you can escalate your complaint to:
1. Our senior management team at admin@dermdental.co.uk
2. To Resolver.co.uk a free and independent mediator
3. The Parliamentary and Health Service Ombudsman (PHSO).
Learning and Improvement:
We'll use complaints to learn and improve our services.
Contact Us:
If you have any questions or concerns about our complaints policy, please contact us at DermDental, 10 Market Place Rugby CV21 3DU, hello@dermdental.co.uk
This policy complies with UK healthcare regulations, such as the Local Authority Social Services and the Parliamentary and Health Service Ombudsman.
