It is our aim to always have satisfied patients, to meet your expectations of care and service, and to resolve any complaint as efficiently, effectively and politely as possible. We take complaints seriously, investigate them fully and fairly, and take great care to protect your confidentiality. We learn from complaints in order to improve. We will never discriminate against a patient who has made a complaint, and we are happy to answer any questions you have about this procedure.
If you are unhappy with any part of your care or service, please tell us as soon as you can so we can put it right. We accept complaints in person, by telephone, by email or in writing. If your concern is about treatment, we would usually encourage you to speak to the dentist who treated you first. If you would rather not, please ask for our Complaints Manager.
Our Practice Manager acts as Complaints Manager and will be your point of contact throughout. You can write to us at 7 Castle Street, Cupar, Fife KY15 4AU, call 01334 655752, or email reception@cupardental.co.uk.
Please raise your complaint as soon as possible. Normally this should be within six months of the event, or within six months of becoming aware of it, and no later than twelve months afterwards. We may still look into a complaint made later if there is good reason.
How we handle your complaint
Stage one, early resolution. Most concerns are best sorted out quickly. We aim to acknowledge and respond within five working days. If we need a little longer we will tell you and agree a new date with you.
Stage two, investigation. If your complaint is more serious, or you are not satisfied with our stage one response, we will investigate formally. We will acknowledge your complaint within three working days and give you a full written response within twenty working days. If the investigation takes longer, we will keep you updated and explain why.
We keep a confidential record of every complaint, stored securely and seen only by those who need to. When we have finished, we will write to you addressing each of your concerns, and offer to meet you to talk it through. Where something has gone wrong we will say so, apologise, and put right what we can. That might mean redoing treatment, refunding fees, or arranging a referral.
If you are still not happy
You do not have to accept our answer. Where you go next depends on whether your treatment was on the NHS or private.
NHS treatment. You can ask the Scottish Public Services Ombudsman to look at your complaint once our procedure has finished. Write to Freepost SPSO, or SPSO, Bridgeside House, 99 McDonald Road, Edinburgh EH7 4NS. Telephone 0800 377 7330. Website www.spso.org.uk. You can also raise an NHS complaint with NHS Fife, the health board for this area.
Private treatment. Contact the Dental Complaints Service, which is run by the General Dental Council and deals with private dental care. Telephone 020 8253 0800. Website www.dentalcomplaints.org.uk. They ask that you contact them within twelve months of the treatment, or of becoming aware of the problem.
Free, independent help
The Patient Advice and Support Service is free, independent and confidential, and can help you make an NHS complaint. It is delivered through Citizens Advice Bureaux across Scotland. Telephone 0800 917 2127 or visit www.cas.org.uk/pass.
Our regulator
All dental professionals in the UK are registered with and regulated by the General Dental Council. You can contact the GDC on 020 7167 6000, email information@gdc-uk.org, or visit www.gdc-uk.org.