Complaints

Question 1

GDC principle no5

Answer 1

Have a clear and effective complaints procedure

Question 2

List the 3 stages for complaints management

Answer 2

Stage 1 (early resolution)
Stage 2 (investigation)
Scottish Ombudsman

Question 3

Stage 1 complaints management

Answer 3

Early Resolution
- Simple concern addressed within 5 working days w/o formal investigation
- If dissatisfied, consider stage 2

Question 4

Stage 2 complaints management

Answer 4

Investigation
- Acknowledge complaint within 3 working days
- Respond within 20 working days

Question 5

Scottish Ombudsman management

Answer 5

If after receiving our final decision on your complaint you remain dissatisfied you can approach Ombudsman

Question 6

Options for complaint escalation (3)

Answer 6

Ombudsman
GDC
Dental Complaints Service - private dentistry

Question 7

What should be included in your report following a serious complaint?

Answer 7

• Summary of complaint
• How complaint was handled
• Improvement following complaint

Question 8

Timeframe for raising complaints

Answer 8

Within 6mths