NHS Complaints - England
I want to make a complaint about my NHS dentist – what should I do?
Try to talk to your dentist about your cause for concern and discuss the
possibility of putting things right before you consider taking things further.
However, if you do wish to take matters further, write a formal letter of complaint
directly to the practice (addressed to the Complaints Manager), ensuring you
retain a copy of the letter for your own records. The letter should be
acknowledged within 2 working days and receive a full response within 10
working days. In your letter, you should detail exactly what you are unhappy
about and what you would like resolved.
I’m not happy with the response from my dentist – what now?
If you do not receive a response with which are you are satisfied with, then
contact your Patient Advice and Liaison Services (PALS) at your local Primary
Care Trust (PCT). The PALS service offer confidential advice and support to
patients. You can find the contact details of your local PCT in your local
telephone directory.
Your local PCT may offer a conciliation service. Conciliation is a way of dealing
with complaints, which helps to avoid difficult situations. By bringing the two
sides together with a neutral conciliator; it aims to come up with a satisfactory
conclusion for both of you.
I’m still not happy and want to take my complaint further – how do I do
this?
If you are not happy with the result of local resolution, you can ask the
Healthcare Commission for an independent review. This should be done within
28 days of receiving the written response to your complaint. You can contact
the Healthcare Commission at:
Healthcare Commission
FREEPOST NAT 18958
Complaints Investigation Team
Manchester, M1 9XZ
Tel: 0845 601 3012
e-mail:[email protected]
Website: www.healthcarecommission.org.uk
A specially trained convener will consider your request. You will be asked to
explain in writing exactly why the local resolution was unsatisfactory. The
convenor will consider your request with the help of an independent person.
Further local resolution might be suggested, or, if this
Is not considered appropriate, then the convener may decide to set up an
independent review panel to consider the complaint.
If the panel is set it, it will consist of three people: an independent lay person
who will act as a chair; the convener; and one other person. The panel will
have access to background papers, your health records and any written
statements. You may also need to be interviewed.
The panel will prepare a report setting out the results of its investigation
together with its conclusions and any suggestions, and you will receive a copy
of the report. The dentist will be encouraged to write to you setting out what they
have done about the panel's suggestions.
If you still feel your complaint has not been resolved to your satisfaction you can
refer the matter to the health service commissioner (Ombudsman), who is
independent of the NHS and the Government. You must write to the
Ombudsman within one year of the event. However, the commissioner will not
usually consider a complaint if you have not tried to resolve the matter through
the NHS complaints procedure.
Contact the commissioner at:
The Health Service Commissioner for England
11th Floor
Millbank Tower
London
SW1P 4QP.
Tel: (020) 7217 4051
I think my dentist has been negligent – whom do I inform?
The General Dental Council deal with complaints against dentists, dental
hygienists or dental therapists who could have done something so seriously
wrong that it may be necessary to consider whether they should be stopped
from practising. The General Dental Council has produced a leaflet about
complaining against a dentist. You can contact them at:
37 Wimpole Street
London
W1G 8DQ
Tel: 0207 887 3800E-mail: [email protected]
Web site: http://www.gdc-uk.org
Need further advice?
The Dental Helpline is the Foundation’s own confidential advice service.
Qualified dental professionals are available to answer your questions personally
from 9am – 5pm, Monday to Friday
The British Dental Health Foundation is an independent, UK based charity
dedicated to promoting the benefits of good oral health to the public throughout
the world. The Foundation promotes three key messages:
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Brush your teeth twice a day with a fluoride toothpaste
Cut down on how often you have sugary snacks and drinks
Visit your dentist as often as he or she recommends
(NICE Guidelines)