The Acorn Orthodontics ‘Code of Practice’ for patients who wish to raise concerns

In this practice we place great emphasis on meeting and whenever possible, exceeding our patient’s expectations.  We try to ensure that all patients are pleased with their experience of our service and we take any concerns a patient may have very seriously.

If you have a concern regarding any aspect of your care, please let us know. We will do all that we can to resolve your concern to your satisfaction both promptly and professionally.

Our aim is to respond to patients’ concerns in a caring and sensitive way.

The person responsible for dealing with any concerns about the service we provide in this practice, is the Practice Service Coordinator, who is: Jo Faloona.

If a patient raises an issue they are unhappy about on the telephone or at the reception desk, after listening to a description of the problem, we will immediately contact the Practice Service Coordinator. Should the designated person or another responsible person not be available at the time, the patient will be informed when they will be available and arrangements will be made for the two to meet or speak.  The member of staff will take brief details of the concern and pass them to the Practice Service Coordinator.

If a patient writes to express their concern, the letter will be passed on to the relevant person immediately. If the concern is about a clinician who is still working at the practice the concern will be passed to them unless the patient does not want this to happen.

We will acknowledge any concerns raised in writing within two days. If a concern has been raised in writing, the written acknowledgment will also include a copy of this Code of Practice, again, normally within two working days. We will investigate the concern and report back within ten working days of it being received. If we are unable to complete our investigations within ten working days for any reason, we will notify the patient, giving reasons for the delay and the likely period within which the investigation will be completed.

We will confirm the outcome of the investigation and any decisions made in writing.

Proper and comprehensive records are kept of any concerns or complaints received.

If, for any reason, a patient is not satisfied with the outcome or the procedure, he/she may refer to:

For complaints about private treatment:

The Dental Complaints Service
Stephenson House, 2 Cherry orchard, Croydon, CR0 6BA
08456 120 540

For complaints about NHS treatment

The Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London, SW1P 4QP
0345 015 4033