55 Main street, Prestwick, KA9 1JN

Complaints Procedure for Netherfield Dental Practice

Oral Complaint Procedure

  1. Oral complaint is received.
  2. Netherfield Dental Practice will try to resolve the complaint on the spot, if possible. If this is not possible, then the complaint is reported to the Complaints Officer
  3. The Complaints Officer will attempt to resolve the complaint. If they are unable to resolve the complaint, then the complaint is put in writing.

Written Complaint Procedure

  1. Written complaint is received.
  2. A written acknowledgement upon receiving the written complaint, is sent out within three working days.
  3. Netherfield Dental Practice will aim to resolve the written complaint within 20 working days.
  4. If the investigation into the compliant is complex and requires longer than 20 working days, then the patient will be kept informed.
  5. If the written complaint can not be resolved, and the patient is unhappy with the response, then the patient can ask for an independent review panel. This process may take between 4 weeks and 4 months to complete.

The patient has the option to write to the Scottish Public Service Ombudsman or the Mental Welfare Commission for Scotland – if they are unhappy with the complaint’s resolution or over how the complaint is handled.