21 Golden Square, Aberdeen
Complaint Handling

Complaints Procedure

In our practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. When patients complain, we aim to deal with them courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.
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.
  1. The person responsible for dealing with any complaint about the service which we provide is Dr Lisa Currie, Clinical Director.
  2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to our Clinic Administrator (Jennifer Stephen) immediately to take the details of the complaint. If the Clinic Administrator is not available at the time, then the patient will be told when they will be able to talk to the Clinical Director, Dr Lisa Currie, and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  3. If the patient complains in writing the letter or email will be passed on immediately to the Clinical Director.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the Clinical Director, unless the patient does not want this to happen.
  5. We will acknowledge the patient's complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 5 working days.
  6. We will seek to investigate the complaint within 20 working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within 20 working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  8. Proper and comprehensive records are kept of any complaint received.
  9. If patients are not satisfied with the result of our procedure then a complaint may be made to:
NHS Patients:
NHS Grampian Complaints
St Martins House
181 Union Street
Aberdeen AB11 6BB
Tel: 01224 224904
Private patients:
Dental Complaints Service
Stephenson House
2 Cherry Orchard Road Croydon
Phone: 08456 120540

CCTV Policy

  1. CCTV is in place in the reception, LDU/ stock room and staff room areas of our clinic.
  2. CCTV has been installed for the safety, security and monitoring of our patients, staff and premises.
  3. Images are recorded 24 hours a day, seven days a week and stored on the hard drives of the recording devices. The recording devices are situated in the management office which is a locked room and only the owners of the practice have access to the recordings. The owners regularly check that the CCTV devices are working as intended.
  4. The CCTV at the reception (public area) only records images and is not enabled for recording audio. The CCTV in the staff-only areas are enabled to record both.
  5. All CCTV recordings are stored on our recording devices' hard drives for 60 days before being wiped.
  6. Signs informing visitors that CCTV is in place can be found at the entrance to the clinic, prior to entering the waiting room.
  7. We also inform visitors to our website that CCTV will be in operation at the reception area (but not in the surgeries).
  8. The recording devices have the capability of transferring data to an external drive for cooperation with the relevant authorities. We only ever do this where there is cause to believe the safety and security of patients/staff has been compromised. We do not ever share images with other third parties.
  9. Visitors to the practice have the right to request to see images of themselves on CCTV as part of a Data Protection request. Like all Data Protection requests, this request must be made in writing and the same exceptions apply. We charge an administration fee of £10 for this. We will also require information that will allow us to identify the visitor and the date/time of the visit.
  10. We have followed the CCTV guidelines produced by the Information Commissioners' Office, throughout.
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