{"id":430,"date":"2025-04-07T11:53:24","date_gmt":"2025-04-07T10:53:24","guid":{"rendered":"https:\/\/croslandmoordentalclinic.com\/?page_id=430"},"modified":"2025-04-07T12:48:47","modified_gmt":"2025-04-07T11:48:47","slug":"complaintspolicyandprocedure","status":"publish","type":"page","link":"https:\/\/croslandmoordentalclinic.com\/?page_id=430","title":{"rendered":"ComplaintsPolicyandProcedure"},"content":{"rendered":"\t\t
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Complaints policy and procedure<\/b><\/strong><\/h1>

We\u00a0try\u00a0to\u00a0ensure\u00a0that\u00a0all\u00a0our\u00a0patients\u00a0are\u00a0pleased\u00a0with\u00a0their\u00a0experience\u00a0of\u00a0our\u00a0services.\u00a0We\u00a0welcome feedback from patients and take any complaints seriously. We aim to deal with any complaints courteously and efficiently so that they can be resolved as quickly as possible.<\/p>

Our complaints procedure outlines how we deal with any complaints.<\/p>

The person responsible for dealing with any complaints in the practice is DR ADEEL MANZOOR.<\/p>

How to <\/b><\/strong>Complain<\/b><\/strong><\/span><\/h2>

We\u00a0hope\u00a0that\u00a0most\u00a0issues\u00a0can\u00a0be\u00a0resolved\u00a0easily\u00a0and\u00a0quickly,\u00a0often\u00a0at\u00a0the\u00a0time\u00a0they\u00a0arise\u00a0and\u00a0with the person concerned. If your issues cannot be sorted out this way and you wish to make a complaint,\u00a0you\u00a0can\u00a0do\u00a0so\u00a0verbally\u00a0by\u00a0speaking\u00a0to\u00a0one\u00a0of\u00a0our\u00a0team\u00a0members,\u00a0who\u00a0will\u00a0direct\u00a0you\u00a0to our complaints lead, or you can write to us by letter or email.<\/p>

Complaints<\/b><\/strong>\u00a0<\/b><\/strong>Made<\/b><\/strong>\u00a0<\/b><\/strong>Verbally<\/b><\/strong><\/span><\/h2>

If\u00a0you\u00a0wish\u00a0to\u00a0make\u00a0a\u00a0complaint\u00a0over\u00a0the\u00a0phone\u00a0or\u00a0in\u00a0person,\u00a0we\u00a0will\u00a0listen\u00a0to\u00a0your\u00a0complaint\u00a0and\u00a0offer to refer you to our complaints lead. If they are unavailable, the staff member will take your\u00a0details\u00a0and\u00a0a\u00a0brief\u00a0explanation\u00a0of\u00a0the\u00a0complaint\u00a0to\u00a0pass\u00a0on.\u00a0Your\u00a0complaint\u00a0will\u00a0be\u00a0acknowledged\u00a0within 3 working days.<\/p>

01484\u00a0654438<\/p>

Complaints Made via Email or <\/b><\/strong>Letter<\/b><\/strong><\/span><\/h2>

Any\u00a0letters\u00a0or\u00a0emails\u00a0regarding\u00a0a\u00a0complaint\u00a0will\u00a0be\u00a0immediately\u00a0passed\u00a0to\u00a0our\u00a0complaints\u00a0lead.\u00a0Your\u00a0complaint will be acknowledged within 3 working days.<\/p>

Email – reception-dhinsadental@hotmail.co.uk<\/a><\/p>

Address\u00a0–\u00a0122\u00a0Blackmoorfoot\u00a0Road,\u00a0Crosland\u00a0Moor,\u00a0Huddersfield,\u00a0HD4\u00a05RL<\/p>

Investigations<\/strong><\/p>

We will contact you to discuss your complaint unless it can be resolved easily. Any complaints involving\u00a0clinical\u00a0care\u00a0will\u00a0be\u00a0referred\u00a0to\u00a0the\u00a0treating\u00a0dentist\u00a0unless\u00a0you\u00a0request\u00a0this\u00a0not\u00a0to\u00a0happen.<\/p>

We\u00a0will\u00a0then\u00a0investigate\u00a0your\u00a0complaint\u00a0and\u00a0will\u00a0aim\u00a0to\u00a0have\u00a0a\u00a0response\u00a0for\u00a0you\u00a0within\u00a010\u00a0working days.\u00a0If\u00a0it\u00a0is\u00a0not\u00a0possible\u00a0to\u00a0resolve\u00a0this\u00a0within\u00a0that\u00a0timeframe,\u00a0we\u00a0will\u00a0inform\u00a0you\u00a0and\u00a0let\u00a0you\u00a0know when it is likely to be resolved.<\/p>

Once\u00a0we\u00a0have\u00a0made\u00a0a\u00a0decision\u00a0regarding\u00a0your\u00a0complaint\u00a0we\u00a0will\u00a0inform\u00a0you\u00a0by\u00a0your\u00a0preferred contact method.<\/p>

It\u00a0is\u00a0possible\u00a0that\u00a0if\u00a0a\u00a0complaint\u00a0regards\u00a0clinical\u00a0care\u00a0or\u00a0is\u00a0complex,\u00a0we\u00a0may\u00a0need\u00a0to\u00a0seek\u00a0advice from\u00a0our\u00a0insurers,\u00a0indemnifiers\u00a0or\u00a0legal\u00a0advisors\u00a0and,\u00a0therefore,\u00a0may\u00a0need\u00a0to\u00a0share\u00a0some\u00a0of\u00a0your information for this purpose.<\/p>

Complaining<\/strong>\u00a0<\/strong>on behalf of someone <\/strong>else<\/strong><\/p>

Please\u00a0note\u00a0that\u00a0we\u00a0strictly\u00a0adhere\u00a0to\u00a0the\u00a0rules\u00a0of\u00a0clinical\u00a0confidentiality.\u00a0If\u00a0you\u00a0are\u00a0complaining\u00a0on behalf of someone else, we must know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (because of physical and mental illness) of providing this.<\/p>

Time<\/b><\/strong>\u00a0<\/b><\/strong>Limits<\/b><\/strong>\u00a0<\/b><\/strong>for<\/b><\/strong>\u00a0<\/b><\/strong>Opening<\/b><\/strong>\u00a0<\/b><\/strong>Complaints<\/b><\/strong><\/span><\/h2>

Complaints\u00a0should\u00a0be\u00a0made\u00a0within\u00a012\u00a0months\u00a0of\u00a0the\u00a0incident\u00a0or\u00a0when\u00a0the\u00a0complainant\u00a0first\u00a0discovered the problem.<\/p>

Complaints<\/strong>\u00a0<\/strong>to<\/strong>\u00a0<\/strong>External<\/strong>\u00a0Bodies<\/strong><\/p>

We\u00a0hope\u00a0that\u00a0if\u00a0you\u00a0have\u00a0a\u00a0concern,\u00a0you\u00a0will\u00a0use\u00a0our\u00a0practice\u00a0complaints\u00a0procedure.\u00a0We\u00a0believe\u00a0this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. This does not affect your right to approach the ICB if you feel you cannot raise your complaint with us. However, this does not affect your right to complain to an external body, if you feel you cannot raise your complaint with us, or you are dissatisfied with the result of our investigation.<\/p>

The<\/strong>\u00a0<\/strong>CQC:<\/strong>\u00a0<\/strong>The\u00a0CQC\u00a0don’t\u00a0get\u00a0involved\u00a0with\u00a0complaints\u00a0made\u00a0to\u00a0the\u00a0practice.\u00a0They\u00a0do,\u00a0however, encourage giving feedback on service providers.<\/p>

To\u00a0send\u00a0feedback\u00a0to\u00a0the\u00a0CQC\u00a0please\u00a0go\u00a0to:https:\/\/www.cqc.org.uk\/give-feedback-on-care<\/u><\/a>\u00a0Telephone: 03000 616161 (Mon to Fri, 8.30am – 5.30pm Excluding Bank Holidays)<\/p>

The\u00a0NHS:\u00a0If\u00a0you\u00a0would\u00a0rather\u00a0not\u00a0go\u00a0directly\u00a0to\u00a0your\u00a0practice\u00a0and\u00a0your\u00a0treatment\u00a0is\u00a0provided\u00a0by\u00a0the NHS, you can contact your local ICB, which is responsible for NHS dental services.<\/p>

<Please follow <\/strong>THIS LINK<\/u><\/strong><\/a>\u00a0<\/strong>to find your local ICB contact details and enter the data <\/strong>here><\/strong><\/p>

If you feel unable to raise your concerns with the practice, you can contact the ICB.<\/strong>\u00a0<\/strong>However, the ICB cannot re-investigate complaints already made to the practice, so if you<\/strong>\u00a0<\/strong>feel<\/strong>\u00a0<\/strong>unhappy<\/strong>\u00a0<\/strong>with<\/strong>\u00a0<\/strong>how<\/strong>\u00a0<\/strong>the<\/strong>\u00a0<\/strong>practice<\/strong>\u00a0<\/strong>or<\/strong>\u00a0<\/strong>the<\/strong>\u00a0<\/strong>ICB<\/strong>\u00a0<\/strong>has<\/strong>\u00a0<\/strong>handled<\/strong>\u00a0<\/strong>a<\/strong>\u00a0<\/strong>complaint,<\/strong>\u00a0<\/strong>you<\/strong>\u00a0<\/strong>should<\/strong>\u00a0<\/strong>contact<\/strong>\u00a0<\/strong>the Parliamentary and Health Service Ombudsman.<\/strong><\/p>

The Parliamentary and Health Service <\/strong>Ombudsman<\/strong><\/p>

Telephone:\u00a00345\u00a0015\u00a04033<\/p>

Website:\u00a0https:\/\/www.ombudsman.org.uk<\/u><\/a><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

Complaints policy and procedure We\u00a0try\u00a0to\u00a0ensure\u00a0that\u00a0all\u00a0our\u00a0patients\u00a0are\u00a0pleased\u00a0with\u00a0their\u00a0experience\u00a0of\u00a0our\u00a0services.\u00a0We\u00a0welcome feedback from patients and take any complaints seriously. We aim to deal with any complaints courteously and efficiently so that they can be resolved as quickly as possible. Our complaints procedure outlines how we deal with any complaints. The person responsible for dealing with any complaints in the practice is […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_canvas","meta":{"_joinchat":[],"footnotes":""},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/croslandmoordentalclinic.com\/index.php?rest_route=\/wp\/v2\/pages\/430"}],"collection":[{"href":"https:\/\/croslandmoordentalclinic.com\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/croslandmoordentalclinic.com\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/croslandmoordentalclinic.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/croslandmoordentalclinic.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=430"}],"version-history":[{"count":22,"href":"https:\/\/croslandmoordentalclinic.com\/index.php?rest_route=\/wp\/v2\/pages\/430\/revisions"}],"predecessor-version":[{"id":463,"href":"https:\/\/croslandmoordentalclinic.com\/index.php?rest_route=\/wp\/v2\/pages\/430\/revisions\/463"}],"wp:attachment":[{"href":"https:\/\/croslandmoordentalclinic.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=430"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}