Complaints policy
St Piran Dental welcomes comments, compliments, concerns and complaints. We always aim to provide the best care we can. However, we know that sometimes things can go wrong. When this happens we believe that it is often most effective to sort problems out quickly and informally. Please talk to any member of staff if you have a problem or concern. If you need impartial help or advice in resolving a problem the Patient Advice and Liaison Service (PALS) can help you.
There are two stages to the Complaints Procedure. The first stage is called ‘Local Resolution’. This is where we work with you to resolve your complaint. If after this, you feel your complaint to be still unresolved you can progress to the second stage by approaching the Parliamentary and Health Service Ombudsman for an ‘Independent Review’.
If you want to make a formal complaint, please contact the Complaints Manager, Nicola Youll. You can do this in writing (including e-mail), by phone or in person. The Independent Complaints Advocacy Service (ICAS) can help you make a complaint if you wish.
Please try to make your complaint as soon as possible. There are time limits; normally twelve months after the event you are complaining about (or become aware of the matter for complaint). However, there are exceptions to this and we will always try to help as much as we can.
If you are making a complaint on behalf of another person, we may need to ask that person’s consent before investigating the complaint.
The Complaint’s Manager, or representative, will discuss with you how you would like your complaint resolved and how long this might take. The person who investigates your complaint may need to talk too other staff and look at your medical/ dental records. They will be careful to ensure that any information about you is kept confidential. Your complaint will not be recorded in your medical notes.
We will acknowledge your complaint and how we have agreed to resolve it within 5 working days. We will keep you informed of progress; letting you know of any delays in resolving your complaint. We will usually advise you of the outcome by letter; however we are also happy to meet with you. We will let you know the outcome of the investigation and of action taken as a result. If you are unhappy with any aspect of how we have handled your complaint, we would prefer you tell us. This means that we can discuss if there are any other ways of locally resolving your concerns.
Useful Contact Numbers
Patient Advice and Liaison Service (PALS)
Address; Royal Cornwall Hospital, Treliske, Truro
Telephone; 01872 252793
Independent Complaints Advocacy Service (ICAS),
Address; 1st Floor, 17 dean Street, Liskeard, PL14 4AB.
Telephone; 03304 409 008 or 01579 346720
The Parliamentary and Health Service Ombudsman.
Website; www.ombudsman.org.uk
Telephone; 0345 015 4033
Devon, Cornwall & IOS NHS Area Team
Address: Peninsula House, Kingsmill Road, Tamar View Industrial Estate, Cornwall, PL12 6LE
Telephone: 01752 679250
Contact us;
Complaints Manager, St Piran Dental, Wheal Leisure, Perranporth, Cornwall TR6 0EY
Tel; 01872 573993
