The Patient Complaints Procedure explains how VitaSmile manages, investigates, and resolves patient complaints in a fair, prompt, and confidential manner. The purpose is to ensure patient satisfaction, encourage open communication, and continuously improve the quality of care.
What the document covers:
VitaSmile’s commitment to treating all complaints with seriousness, courtesy, and impartiality, without discrimination of any kind.
Complaints may be submitted verbally or in writing, at any time.
Abner Almeida, the designated Complaints Manager, serves as the patient’s point of contact throughout the process.
All complaints are documented and stored securely and confidentially, accessible only to staff members who need to be involved.
If the investigation requires more time than expected, the patient will receive updates at least every ten working days, including reasons for any delays and the anticipated completion date.
Once the investigation is completed, the patient will receive a written response addressing each concern clearly and thoroughly. A meeting may also be offered to discuss the findings and potential solutions.
Possible resolutions include:
replacement of treatment,
refund of fees,
referral for specialist care,
or other practical actions that best address the patient’s needs.
The document also provides information on how patients may escalate a complaint externally if unsatisfied with the outcome, including:
the Dental Complaints Service (GDC),
the Care Quality Commission (CQC),
and the General Dental Council (GDC).
This procedure reflects VitaSmile’s dedication to transparency, accountability, patient respect, and continuous service improvement.