Customer Feedback – Genix Healthcare

Customer Feedback

Customer satisfaction is of upmost importance to us here at Genix Healthcare and we want your visit to our practice to be as comfortable and professional as possible. If you have any feedback for us we’d love to hear from you!

Simply fill out our feedback form and we’ll aim to be in touch within 3 working days. Complaints are managed by the Practice Manager, who can promptly address your needs.

If you would like to leave public feedback for the practice, please visit the NHS Choices website (England only).

You can also provide feedback directly to the practice. Please ask your practice reception for a feedback form to complete and hand back to the practice team.

Alternatively, if you have already raised your complaint to the Practice Manager and are not satisfied with their response, please contact a member of the patient support team by calling +44 (0)845 838 1122 (option 1) or by email to info@genixhealthcare.com

 

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Patient Complaints Handling Procedure

Genix Healthcare takes complaints very seriously and tries to ensure that all patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on the following objective.

Genix Healthcare aims to react in the way in which we would want our complaint about a service to be handled.  We learn from our every mistake that we make, and we respond to patients’ concerns in a caring and sensitive way.

The Procedure

  1. The person responsible for dealing with any complaint about the service we provide is the Practice Manager.

 

  1. If a patient complains on the telephone or at the reception desk, we will listen to his/her complaint and offer to refer him/her to the Practice Manager immediately.

 

  1. If the Practice Manager is not available at the time, then the patient will be told when he/she will be able to talk to the Practice Manager and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to handle the complaint.

 

  1. If the complaint is in writing the letter will be passed on immediately to the Practice Manager.

 

  1. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist who undertook the treatment.

 

  1. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within two working days. We will seek to investigate the complaint within ten working days of the complaint being received to give an explanation of the circumstances which led to the complaint. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reason for the delay and a likely period within which the investigation will be completed.

 

  1. We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.

 

  1. Proper and comprehensive reports are kept of any complaint received.

 

  1. If patients are not satisfied with the result of our procedure, then a complaint may be referred to:
For complaints about NHS treatment either the:     For complaints about private treatment.

NHS

NHS England,

PO Box 16738,

Redditch,

B97 9PT

 

Telephone: 03003 11 22 33

Email: england.contactus@nhs.net.

Parliamentary and Health

Service Ombudsman,

Millbank Tower,

Millbank,

London

SW1P 4QP

Telephone:0345 0154033 www.ombudsman.org.uk

The Dental Complaints

Service,

Stephenson House,

2 Cherry Orchard Road,

Croydon,

Greater London

CRO 6BA

08456 120 540 or www.dentalcomplaints.org.uk

 

CQC Statement on Dental Complaints

It is important that dental patients give feedback about their experiences, so that services know what they are doing well and where they can improve. If you are not happy with the treatment or service you have had, it is usually best to tell the practice directly that you’re unhappy, and give them a chance to put things right. They may be able to sort out the problem there and then. If you do need to make a more formal complaint to the practice, ask for a copy of the policy that explains what you need to do.

Customer Feedback