Regulation 21 Complaints
The registered person must establish and operate effectively a clear and accessible procedure (“the complaints procedure”) for considering and responding to complaints made to the registered person by a patient.
The registered person must—
ensure that any complaint made under the complaints procedure is investigated;
ensure that necessary and proportionate action is taken in response to any failure identified by the complaint or investigation; and
in operating the complaints procedure, take account of the ascertainable wishes and feelings of the patient and respect the patient’s privacy as far as possible.
The registered person must supply a written copy of the complaints procedure upon request to a patient and any prospective patient.
The written copy of the complaints procedure must include—
the name, address and telephone number of the registration authority; and
the procedure (if any) which has been notified by the registration authority to the registered person for making complaints to the registration authority relating to the private dental practice.
The registered person must maintain a record of each complaint, including details of the investigations made, the outcome and any action taken in consequence, including whether any action is necessary to improve the quality of treatment or services.
The registered person must supply to the registration authority at its request, and by no later than 28 days beginning on the date after receipt of the request, copies of records maintained under paragraph (5).