Complaints Policy

Practice Complaints Procedure for Patients

Acorn Dental aims to meet and exceed your expectations of care and service. If you are not satisfied with any aspect of our service, please let us know as soon as possible to allow us to address your concerns promptly. We take complaints very seriously, and a thorough investigation will be carried out to reach a fair outcome. We aim to resolve all complaints as efficiently, effectively and politely as possible. We will never discriminate against or treat patients unfairly because they have made a complaint.

For Moseley NHS patients, a complaint should normally be made within 12 months of the incident or event occurring, or within 12 months of the date the patient became aware of the matter, whichever is later. Complaints outside this period may be considered where there is a good reason for the delay and a fair investigation remains possible.

For private patients at Moseley, Barnt Green and Blythe Valley, the NHS 12-month complaints time limit does not automatically apply to the practice’s internal procedure. However, the Dental Complaints Service has its own time limits for private dental complaints.

We aim to acknowledge your complaint within 3 working days and respond within 10 working days wherever possible. If a complaint requires more time to investigate, we will let you know, explain the reason for the delay and provide an updated timescale. For NHS complaints, the expected response timeframe will be discussed with you, and you will be kept informed of progress.

Complaints Managers:

Moseley
Dr Manoj Parmar
208 Swanshurst Lane
Moseley
Birmingham
B13 0AW
0121 777 1537
[email protected]

Barnt Green
Mrs Jodie Lynch
22a Hewell Road
Barnt Green
Birmingham
B45 8NE
0121 447 7300
[email protected]

Blythe Valley
Dr Manoj Parmar
Unit 3, 44 Brambles Crescent
Solihull
Birmingham
B90 8DJ
0121 816 0060
[email protected]

If the Complaints Manager is unavailable, we will take brief details of the complaint and arrange for it to be passed to them as soon as possible. If your complaint concerns the Complaints Manager, we will arrange for an appropriate alternative person to handle it.

We will keep comprehensive and confidential records of your complaint, which will be stored securely and accessible only to those who need the information to handle the complaint. When the investigation has been completed, you will be informed of the outcome in writing and, where appropriate, invited to a meeting to discuss the findings and any practical solutions we can offer.

Please note that we adhere strictly to patient confidentiality and data protection requirements. If you are complaining on behalf of someone else, we may need evidence of their permission or your authority to act on their behalf, unless the circumstances mean that consent cannot reasonably be obtained or another lawful basis applies.

You may make a complaint verbally or in writing. If you need help making a complaint, an interpreter or information in an alternative format, please let us know and we will make reasonable efforts to assist you. Anonymous complaints will be considered as far as reasonably possible, although we may be limited in how fully we can investigate or respond.

We regularly analyse patient complaints to learn from them and improve our services. That is why we always welcome your feedback, comments, suggestions and complaints. We hope that if you have any issues, you will use our practice complaints procedure. We believe this gives us the best opportunity to put things right and improve our practice. We will also consider whether any patient safety concerns require further action.

However, if you feel that the matter remains unresolved or that you cannot raise the complaint with us, you may contact the appropriate organisations below.

CQC – Care Quality Commission

The CQC regulates health and social care services in England. You may share concerns about the safety or quality of care with the CQC. Please note that the CQC does not investigate or resolve individual patient complaints on your behalf.

• Online: https://www.cqc.org.uk/contact-us/how-complain/complain-about-gp-dentist-or-eye-care
• Telephone: 03000 616161

Dental Complaints Service – private treatments only

The Dental Complaints Service provides an independent service to help resolve complaints about private dental treatment.

• Telephone: 020 8253 0800 (Monday–Friday, 9am–5pm)
• Email: [email protected]
• Write to: Dental Complaints Service, Fifty Paddington, 50 Eastbourne Terrace, London W2 6LG
• Online: https://dcs.gdc-uk.org/

The Dental Complaints Service has its own eligibility requirements and time limits for private dental complaints.

NHS complaints only

For complaints about NHS dental treatment, you may contact the relevant NHS commissioner. For patients treated under the NHS in Moseley, the contact details for NHS Birmingham and Solihull Integrated Care Board are:

NHS Birmingham and Solihull Integrated Care Board (ICB)
Patient Experience and Complaints Team
Alpha Tower, 8th Floor
Suffolk Street Queensway
Birmingham
B1 1TT

• Patient enquiries email: [email protected]
• Complaints email: [email protected]
• Telephone: 0121 203 3313
• Website: https://www.birminghamsolihull.icb.nhs.uk/contact-us/compliments-concerns-and-complaints

If you remain unhappy after the NHS complaints process, you may be able to refer your complaint to the Parliamentary and Health Service Ombudsman (PHSO).

• Telephone: 0345 015 4033
• Website: https://www.ombudsman.org.uk/

The Ombudsman considers eligible complaints about NHS services after the relevant complaints process has been followed.

Thank you for taking the time to share your feedback. Your comments help Acorn Dental improve the care and service we provide.

Policy review: At least annually, or sooner if relevant guidance or requirements change.