Baillieston Dental Care
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  BAILLIESTON DENTAL CARE

CODE OF PRACTICE FOR PATIENT COMPLAINTS
In this practice we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives. Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

1. The person responsible for dealing with any complaint about the service which we provide is Michelle Robertson, the practice Complaints Manager.

2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to the Complaints Manager and arrangements will be made for this to happen. The member of staff will make a written record of your complaint and provide the patient with a copy as well as passing it on to the Complaints Manager. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.

3. If the patient complains in writing or by e-mail it will be passed on immediately to the Complaints Manager.

4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.

5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days. We will offer to discuss the complaint at a time agreed with the patient, asking how the patient would like to be kept informed of developments, for example, by telephone, face to face meetings, letters or e-mail. We will inform the patient about how the complaint will be handled and the likely time that the investigation will take to be completed.
If the patient does not wish to discuss the complaint, we will still inform them of the expected timescale for completing the process.

6. We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far a reasonably practicable, as to the progress of the investigation. Investigations will normally be completed within 10 working days.

7. When we have completed our investigation, we will provide the patient with a full written report. The report will include an explanation of how the compliant has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.

8. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.

9. If patients are not satisfied with the result of our procedure then a complaint may be referred to:

Greater Glasgow Health Board


OR

Scottish Public Services Ombudsman, Freepost EH641 Edinburgh EH3 0BR
telephone: 0800 377 7330 or www.scottishombudsman.org.uk for complaints about NHS treatment.

The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER, 08456 120 540 or
www.dentalcomplaints.org.uk for complaints about private treatment.

The General Dental Council
, 37 Wimpole Street, London, W1M 8DQ the dentists’ registration body
 
     
Dental Treatments   Tooth decay, Gum disease - Prevention   NHS Scotland
     
 
Our Glasgow dental practice is located in the heart of Baillieston, just a 2 minute walk from the local bus stops and railway. If you are travelling by car, we have ample parking outside dental clinic.

For directions and more information to on finding us, click here.
 
 
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If you have any questions or would like more information about any of our treatments, please call us on the number below or use our contact enquiry form.
 
     
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Telephone  
0141 771 6488
     
  Opening Hours
Monday - Thursday 8.40am to 5.30pm
Friday 8.40am to 2.30pm
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For emergency dental treatment during out of office
hours, please contact NHS 24 free on 111
   
  Lewis Cameron BDS: 74857.
Gordon McGavin BDS: 74500.
Julie McGavin BDS: 74619.
Gordon Shepherd BDS: 74297.
David Lagan 178478.
Clara Reid 264283
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