Complaint Process Information
Review Date May 2019
What is a complaint?
At Portman Healthcare care we pride ourselves on the high quality of care we provide our patients and we aim to look after you as we wish to be looked after ourselves. However, if you have any concerns or comments regarding your dental care which you wish to raise we will address these as a matter of priority.
We welcome all feedback, both positive and negative, and we will approach your complaint as an opportunity to learn and improve our service in the future. We will not react defensively to your complaint and your confidentiality and access to our services will be protected.
How do I complain?
A complaint may be verbal or written and may be made to any member of the practice team. If you do not wish to contact the practice directly, or require assistance with your complaint, then you may contact your local health board for complaints relating to care provided within the NHS. Each local health board has their own patient relations or complaint team who will be able to assist you.
Your Local Health Board contact details are:
Lothian NHS Board
2-4 Waterloo Place
Edinburgh
EH1 3EG
0131 536 9000
Alternatively, for complaints relating to private dental care the following organisation can be contacted for assistance
Dental Complaints Service
37 Wimpole Street
London
W1G 8DQ
By email to:
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By phone: 020 8253 0800
How do I complain about the service received by Denplan, Simply Health Professionals?
If you wish to complain about the service received in relation to your Denplan plan their Patient Support team can be contacted and will aim to resolve your complaint within ten working days.
They can be contacted on 0800 401 402, between 8.30am and 5.30pm Mondays to Thursdays, or 8.30am to 4.30pm on Fridays
Alternatively, they can be contacted be post or email at
The Head of Customer Services,
Denplan Limited,
Simplyhealth House,
Victoria Road,
Winchester,
SO23 7RG.
Email:
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.
How will my complaint be handled?
Verbal
A verbal complaint will be immediately logged and we will try and resolve your concerns at the time. If appropriate, the Practice Manager will be able to discuss your complaint to try and resolve the situation for you.
As all of our clinicians operate as independent practitioners, any complaint concerning clinical care will be immediately passed to your treating clinician. Regarding a verbal complaint over your care, the treating clinician should be available to discuss and resolve your concerns.
Written
You may make a complaint in writing to the practice, Practice Manager or practitioner. Your complaint will be handled as outlined below
- An acknowledgement letter/email of your complaint will be sent within 3 working days
- Our Complaints Manager, Dr Laura Hunter, will be made aware of your complaint
- If your complaint is regarding clinical care, your complaint will be passed to your treating practitioner in order for them to provide a response and resolution
- Within 15 working days a full response will be provided to you
If we anticipate any delays in providing a full response you will be notified and kept updated every ten working days of the progress of your complaint.
What do I do if I'm not satisfied with the complaints process?
If you are not happy with how your complaint has been handled then our Complaints Manager, Dr Laura Hunter, can be contacted at
Laura Hunter
Portman Healthcare
Rosehill
New Barn Lane
Cheltenham
Gloucestershire
GL52 3LZ
Email:
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What do I do if I'm not satisfied with the outcome?
If your care was provided within the NHS and you are not happy with the outcome of your complaint you may contact your local health board.
Your Local Health Board contact details are:
Lothian NHS Board
2-4 Waterloo Place
Edinburgh
EH1 3EG
0131 536 9000
If your care was provided privately and you are not happy with the outcome of your complaint you may contact the Dental Complaints Service
By post to:
Dental Complaints Service
37 Wimpole Street
London
W1G 8DQ
By email to:
This e-mail address is being protected from spambots. You need JavaScript enabled to view it
By phone: 020 8253 0800
N.B A complaint needs to be raised within 12 months of the issue either taking place, or becoming known to yourself
Furthermore, for care provided within the NHS, if you remain dissatisfied with the resolution of your complaint, or if your local health board have not responded within 20 working days, then the Scottish Public Services Ombudsman (SPSO) can be contacted via the following approaches
- Freephone adviceline 0800 377 7330
- Online: www.spso.org.uk/contact-us
- In person 4 Melville Street, Edinburgh, EH3 7NS
- By post Freepost SPSO (this is all you need to write on the envelope, and you don't need to use a stamp)
- Fax 0800 377 7331
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