Practice Complaints Policy
If you have a complaint or concern regarding the service you have received from the Orthodontist or any members of staff in the practice, please let us know. We operate a practice complaints procedure as part of an NHS system for dealing with complaints. Our complaints system adheres with national criteria
How to Complain
You can make your complaint in person, by phone, by email or in writing. We hope that most problems can be resolved easily and quickly, at the time they arise and with the person concerned. If your problem cannot be sorted out this way and you wish to make a complaint in writing, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what has happened more easily. If it is not possible to do that, please give us details of your complaint:
- Within 6 months of the incident that’s caused the problem; or
- Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.
Complaints about the treatment that you have received should be made to the dentist that normally sees you. Alternatively you may ask for an appointment with Dr Robert Irvine in order to discuss your concerns. He will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will help if you are as clear as possible about your complaint.
What we shall do
We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint with 20 working days within the date that you have raised it with us. We shall then be in a position to give you an explanation, or offer a meeting with those involved. In investigating your complaint, we shall aim to:
- Find out what happened and what went wrong;
- Enable you to discuss the problem with those concerned, if you would like this;
- Ensure you receive an apology, where this is appropriate;
- Identify what we can do to make sure that this does not happen again.
Complaining on behalf of someone else
Please note that we keep strictly to rules of confidentiality. If you are complaining on behalf of someone else, we need to know that you have permission to do so. A note signed by the person concerned will be needed, unless they are incapable in providing this due to physical or mental illness or if a child is under the age of 16 years.
Complaints to be written to:
Josephine Rodgers, Borders Orthodontics, Market Street, Galashiels, Selkirkshire, TD1 3AF
01896 759331
Can I change my mind?
You can change your mind about making a complaint at any point. Please let us know as soon as possible. It would be helpful if you could write and tell us, but otherwise a phone call will do.
Complaining to NHS Borders
We hope that, if you have a problem, you will make use of our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, this does not affect your right to complain to the Board if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. If you wish any further advice you should contact NHS Borders Complaints Officer:
If you are still unhappy with the outcomes of their investigations, or with the way in which it has been handled, you may then request an investigation by the Scottish Public Services Ombudsman:- in person
Scottish Public Services Ombudsman, Bridgeside House, 99 McDonald Road, Edinburgh, EH7 4NS,
or, Freepost SPSO
The Ombudsman does not take up all cases and will decide whether or not to investigate your complaint further.