Our Policies

9-13 Leeds Rd, Shipley, BD18 IBPCall Today: 01274 590 777

  • Our Complaints Procedure
    • Carnegie Dental Clinic takes complaints very seriously and we 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.

      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.

      Patient Complaints Procedure

      • Ruth Bonfield, the Practice Manager oversees complaints and will sign investigation reports in the capacity of the Responsible Person
      • Ruth Bonfield handles all patient complaints except where the patient requests otherwise (in which case the complaint is delegated to another responsible person)
      • The patient will be advised of the process to be followed for investigating their complaint, including what they may do if they are dissatisfied with the outcome of the investigation
      • The practice manager or other responsible person will make every effort to resolve oral complaints within 24 hours
      • If any complaint cannot be resolved within 24 hours, an initial response is sent within 3 working days.
      • The Practice Manager or other responsible person will carry out a comprehensive investigation of each complaint involving the treating dentist and involved staff and the Principal if it concerns a general matter
      • GDC Registered personnel will inform their medico-legal indemnity organisation of all but the most minor complaints, or whenever a complaint seems to be escalating
      • The Practice keeps detailed records of the investigation. Within 28 working days an Investigation Report is sent to the patient with the results of the investigation and any proposed actions. In the event of a delay the patient will be notified with the reasons and the likely date for the report
      • With the Investigation Report the patient is invited to meet Ruth Bonfield the Practice Manager to discuss the proposed solutions
      • Once the patient is satisfied the Event Record is signed off to show that the matter is closed and the entry in the Event Register is signed off. Copies of all complaint documentation are stored securely separately from the patient’s records for future reference

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

      • NHS England West Yorkshire team Telephone 0300 3112233 or email England.contactus@NHS.net
      • The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER (Telephone: 08456 120540) for complaints about private treatment
      • The General Dental Council, 37 Wimpole Street, London W1M 8DQ (Telephone: 0845 224141), the dentists’ regulatory body for complaints about professional misconduct.
      • Care quality Commission, CQC National Customer Service Centre, City Gate, Gallogate, Newcastle-upon-Tyne, NE1 4PA (cqc.org.uk).
  • Our Freedom of Information Policy
    • The carnegie dental clinic is committed to complying with the Freedom of Information Act 2000, which gives the public the right to know how public services are organised and run, how much they cost and how the decisions are made. It is the aim of the practice to ensure that members of the public have access to the identified classes of information.

      When a member of the public makes a request to see the Practice Publication Scheme s/he will be directed to Ruth Bonfield who will provide them with a copy of the scheme, describing how the information can be obtained and the cost of providing it. The copy is kept in the office.

      The classes of information provided by the scheme include:

      • Organisational information, structures, location and contacts
      • Financial information relating to projected and actual income and expenditure, procurement, contracts and financial audit
      • Strategies and plans, performance indicators, audits, inspections and reviews
      • Decision making processes and records of decisions
      • Current written protocols, policies and procedures for delivering our services and responsibilities
      • Currently maintained lists and registers
  • We have achieved the British Dental Association Good Practice Accreditation
    • As long standing members of the BDA’s Good Practice Scheme we are committed to supporting our patients towards achieving and maintaining good oral health.

      As part of this commitment;

      • We involve our patients in all aspects of their care and ensure that their needs and preferences are considered and that they can take informed decisions
      • We ensure a safe environment by undertaking risk assessments and managing potential hazards within the practice. We follow current guidelines for preventing cross-infection.
      • We recruit staff that are competent to undertake the duties associated with their role and provide training where required. We encourage on-going professional development for all members of our team.
      • We monitor the quality of the service we provide and seek the views of our patients to identify opportunities for improvement.
  • We are regulated by the Quality Care Commission
Close