Leslie House, 50 St Cuthbert's Street, Kirkcudbright. DG6 4DZ - view map »
OPENING HOURS
Mon-Thurs 8.00 - 17.00, Fri 9.00 - 16.00
01557 330 229

Complaints Procedure

Feedback, Concerns, Comments and Complaints Policy Information for Patients

At Kirkcudbright Dental Surgery and Implant Centre Limited our aim is to give the best possible care and treatment to our patients. We welcome feedback and comments about our services and aim to deal with any concerns or complaints promptly, courteously and efficiently. We consider all feedback, comments, concerns and complaints as a positive way of looking at what we do and making changes to improve our service to patients. All views will be taken seriously and our procedures are in line with NHS Complaints Procedure.

Responsibilities

The practice Feedback and Complaints Officer is the Practice Manager, Amanda Houston, tel: 01557 330229, email: [email protected]

The NHS Dumfries and Galloway Feedback and Complaints Office is:

Patient Services Team
NHS Dumfries and Galloway
Logan West
Crichton Hall
Dumfries
DG1 4TG

Tel: 01387 272733

Feedback, Comments and Concerns

We want you to let us know if something is important to you, such as:

You can tell us by:

We will use the information you give us to improve the services we provide.

Complaints about NHS treatment

You can make a complaint about:

You cannot use this complaints procedure:

Time limits:

Normally, you must make your complaint:

How to make a complaint:

What we will do:

Our response:

Complaining on someone’s behalf

You can complain for someone else if you:

Complaints about private treatment

We follow the same complaints procedure for complaints about private treatment. However, if you require help to make your complaint, or if you are not satisfied with our response to your complaint, the Dental Complaints Service (a department of the General Dental Council) offers a complaints resolution service for private dental patients and dentists (see Contacts).

If you change your mind after making a complaint

You can change your mind about making a complaint at any time. Please let us know as soon as possible. It would be helpful if you could write or e-mail and tell us, but otherwise a phone call will do.

Help with your complaint

Patient Advice and Support Service

If you would like to speak to someone for independent advice about your rights and responsibilities when using NHS services, including help to make a complaint, please contact your local Patient Advice and Support Service which is available through your local Citizens Advice Scotland bureau (CAS). To find your local CAS office, go to www.cas.org.uk/bureaux and enter your postcode.

Advocacy

If you want someone to help you express your views, you can ask for an advocate. An advocate is independent of the NHS and can help make sure your views are heard and get access to the information you need to make your own decisions. The Feedback and Complaints Officer at the practice or the NHS Dumfries and Galloway can tell you more about advocacy services available.

Mediation (also known as Alternative Dispute Resolution):

Information about mediation

The Feedback and Complaints Officer at the practice or NHS Dumfries and Galloway can tell you more about mediation services.

If you are not happy with our response to your complaint

If you are still not happy with our response, or if you are not happy with the way we are dealing with your complaint, e.g. if you think we are taking too long, you can ask the Scottish Public Services Ombudsman (SPSO) to consider your complaint further.

Contacts

Patient Advice and Support Service 

This service is available through your local Citizens Advice Scotland Bureau www.cas.org.uk/patientadvice. To find your local CAS office, go to www.cas.org.uk/bureaux and enter your postcode.

NHS Inform

Helpline 0800 22 44 88 (textphone 18001 0800 22 44 88); www.nhsinform.co.uk; the Looking Local iPhone app; NHSScotland’s Digital TV Service (Sky and Virgin Media).

NHS Dumfries and Galloway
Feedback and Complaints Manager:

Patient Services Team, NHS Dumfries and Galloway
Logan West, Crichton Hall, Dumfries, DG1 4TG

Tel: 01387 272733

Scottish Public Services Ombudsman (SPSO)

4 Melville Street
Edinburgh
EH3 7NS

Tel.: 0800 377 7330
www.spso.org.uk

Freepost EH641, Edinburgh EH3 0BR
Open from 9.00am – 5.00pm (Mon – Fri), from 10.00am – 5.00pm (Tues)

General Dental Services (for complaints about private treatment)

Dental Complaints Service
Stephenson House
2 Cherry Orchard Road
Croydon
CRO 6BA

Tel.: 08456 120 540 at local rate (Mon-Fri, 9.00am – 5.00pm)

[email protected]
www.dentalcomplaints.org.uk