Regulation 15 Complaints
The registered person must prepare and follow a written procedure (“the complaints procedure”) for considering complaints made to the registered person by a patient or person acting on the patient’s behalf (“the complainant”).
The registered person must ensure that patients and representatives of patients are aware of the existence of the complaints procedure and are provided with a copy on request or, if not already provided, when a complainant is received.
The registered person must ensure that any staff employed by the registered person in connection with the provision of dental services are informed about, given a copy of and appropriately trained in the operation of the complaints procedure.
The complaints procedure must include —
the name, address and telephone number of the appropriate office of the registration authority; and
the procedure, if any, that has been notified to the registered person by the registration authority for the making of complaints to that authority.