Complaint Policy

Feedback, Concerns, Comments and Complaints Policy Information for Patients

At GK Dental, our aim is to provide the best possible care and treatment to our patients. We welcome feedback and comments about our services and aim to deal with any concerns or complaints promptly, courteously, and efficiently. We make every effort to ensure patients know how to give feedback or make a complaint, and where to find support to do so. We view all feedback — positive or negative — as an opportunity to improve our service to patients. If we cannot resolve matters in the way you would prefer, we will explain why. All views, including anonymous ones, are taken seriously. Our procedures comply with the NHS Scotland Complaints Procedure.

Responsibilities

Talha Asghar is responsible for the management and handling of feedback, comments, concerns, and complaints and for ensuring that complaints are taken through to resolution. We encourage you to share what matters to you, such as: what you think about the care and treatment you have received; what we have done well; any concerns (e.g., about appointment times or facilities); suggestions to help us improve; and if you need clarification or more information about our services.

Complaints about NHS treatment

You can make a complaint about NHS care or treatment you have had or are having at the practice, our services or facilities, a member of staff, or how local NHS services are organised if this has affected your care. If your concern is not listed above, you are still encouraged to raise it.

Exclusions

You cannot use this procedure if legal proceedings have begun regarding the issue, the complaint has already been investigated or finalised, or the issue is currently being investigated by the Scottish Public Services Ombudsman (SPSO). If other procedures can better resolve your concern, we will guide you accordingly.

Time Limits

You should normally make your complaint within 6 months of the event you wish to complain about, or finding out that you have a reason to complain — but no longer than 12 months after the event.

How to Make a Complaint

You can complain in person, by phone, online, or in writing. If possible, first speak to a staff member involved in your care — many issues can be resolved immediately. If not, please ask to speak with Talha Asghar. Alternatively, you can contact the Patient Advice and Support Service or the NHS Borders General Hospital Feedback and Complaints Team. When making your complaint, please provide your full name and address, patient’s details if applicable, a description of what happened, your preferred method of contact, and permission if you are complaining on someone’s behalf.

Confidentiality

We treat all complaint information as confidential. We may need to consult other NHS staff or review dental records to investigate. If you prefer we do not share your dental records, please tell us, though this may limit the investigation. We keep a record of complaints to improve services and for statistical purposes.

What We Will Do

We follow a two-stage complaints handling procedure: Stage 1 – Early Resolution: We aim to resolve complaints quickly and as close as possible to where the issue occurred. Where appropriate, this could mean an on-the-spot apology, explanation, or immediate action. We will acknowledge and respond within 5 working days, extend by up to 5 additional days if necessary, and offer to meet you to discuss the issue. If you are not satisfied with our Stage 1 response, you can request an investigation. Stage 2 – Investigation: We will move to investigation if the issue is complex, you are dissatisfied with our initial response, or you request an immediate investigation. We will acknowledge receipt within 3 working days, inform you of the steps we’ll take, and respond within 20 working days (or provide a revised timeline if needed).

Complaining on Someone’s Behalf

You can complain for someone else if you have their written consent, are a parent, guardian, or carer of a minor, hold legal authority (welfare power of attorney or guardianship), are a relative of a deceased patient with concerns about their care, or are acting as an advocate.

Complaints about Private Treatment

We use the same procedure for private care complaints. If you are not satisfied with our response, you may contact the Dental Complaints Service (part of the General Dental Council).

Help and Support

Independent help with NHS complaints is available through Citizens Advice Scotland (CAS). Find your local office at www.cas.org.uk/bureaux. If you need advocacy or mediation services, the Feedback and Complaints Officer at the practice or Borders General Hospital Health Board can provide details.

If You’re Not Happy with Our Response

If you remain dissatisfied after our investigation, you can escalate your complaint to: Scottish Public Services Ombudsman (SPSO), 4 Melville Street, Edinburgh EH3 7NS, Tel: 0800 377 7330, Freepost SPSO, www.spso.org.uk.

Contact Details

NHS Borders General Hospital – Feedback and Complaints Team: Borders General Hospital, Huntlyburn, Melrose TD6 9BS. Tel: 01896 826719. Email: patient.experience@borders.scot.nhs.uk. Dental Complaints Service (Private Treatment): Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA. Tel: 08456 120 540. Email: info@dentalcomplaints.org.uk. Website: www.dentalcomplaints.org.uk