At Glenbervie Clinic Limited we strive to make sure all our patients and clients are satisfied when leaving our Clinic. When that has not happened we take complaints very seriously and ensure they are investigated as independently as possible and complainants receive an appropriate response to their complaint within appropriate timescales. If this does not address the complaint satisfactorily then we would encourage them to seek redress through outside agencies, as detailed below.
GLENBERVIE DENTAL CLINIC COMPLAINTS PROCEDURE
If patients complain we will deal with their complaints promptly and courteously in order to address and where possible resolve the matter as soon as is practicable. Our aim is to react to complaints in a way that we would wish any complaints we had as an organisation were addressed. We aim to learn from any complaint made and will respond to patients concerns sensitively. The following procedure should be followed if you wish to initiate a complaint.
Initially the person responsible for dealing with complaints is Yvonne Hardie, Practice Manager in the Clinic on a day to day basis.
You can approach Yvonne in the Clinic, by email or by phone to submit any complaint you have in the first instance. Should Yvonne be unavailable then another member of staff can be advised of your wish to complain and Yvonne will make contact on her return.
If the matter is urgent and The Practice Manager is unavailable or you wish to complain about The Practice Manager, then you can email the Non Clinical Director of The Clinic, Robert Christie at or contact him in writing at The Clinic. The Non Clinical Director also can deal with complaints in the first instance where the matter has been raised separately with clinicians.
If a patient complains in writing or by phone, this will be in the first instance dealt with by Yvonne Hardie, Practice Manager and will be passed to her immediately.
If you are unhappy with the initial response to your complaint from The Practice Manager, you can escalate this to the Non Clinical Director, Robert Christie at the addresses above.
If the complaint concerns any aspect of clinical care or associated charges, the matter will be discussed with one of our on-site dentists, usually the one concerned with providing the treatment, unless the patient explicitly does not wish this to happen.
We will acknowledge the patient’s complaint in writing, normally by return email or by return mail dependant on how the complaint is submitted.
We will seek to investigate the matter fully in 30 days and give you a written response to your complaint. If this is not possible due to the nature of the complaint or it being complex situation, we will keep the patient informed as to the progress. When we have completed our investigation we will provide the patient with a full report, which will include an explanation of how the complaint was considered, the conclusions reached in respect of each part of the complaint. Details of any remedial work required will be detailed as will any further action being taken by the Clinic.
Proper records of complaints will be logged in the Complaints Log.
If the patient is not satisfied with the result of our procedure, then their complaint can be referred further
In the case of NHS treatment complaints to
NHS Forth Valley Patient Relations & Complaints Service, Forth Valley Royal Hospital, Stirling Road, Larbert, FK5 4WR.
Phone: 01324 566 660
The Scottish Public Services Ombudsman, Freepost, EH641, Edinburgh, EH3 0BR.
Phone : 0800 377 7330. Web: www.scottishombudsman.org.uk
In the case of private treatment complaints to
Dental Complaints Service, 37 Wimpole Street, London, W1G 8DQ.
Phone: 020 8253 0800 (Monday – Friday, 9am – 5pm)
In the case of a general complaint
General Dental Council, 37 Wimpole Street, London, W1M 8DQ
Web : https://www.gdc-uk.org/