Information for Patients
At Clearwater Dental Practice, we truly care about your experience with us. We strive to provide the best possible care and ensure you feel comfortable sharing your thoughts—whether they’re compliments, suggestions, or concerns. Your feedback helps us grow and improve our services.
If there’s something we can do better, please let us know. We aim to resolve any concerns quickly, fairly, and with a friendly approach. If we cannot meet your request exactly as you’d like, we’ll explain why and explore alternative solutions. All feedback, including anonymous submissions, is taken seriously, and we follow the NHS Scotland Model Complaints Handling Procedure (2017).
Who to Contact
Feedback and Complaints Officer:
Eduard Burca
Clearwater Dental Practice
111 High Street, Jedburgh, TD8 6AQ
Tel: 01835 862234
Email: please click
Eduard is here to listen, support, and ensure that any concerns are handled with care.
How to Share Your Thoughts
We’d love to hear from you about:
- Your experience with our care and treatment.
- What you feel we do well.
- Any concerns, such as appointment scheduling or our facilities.
- Suggestions for improving our practice.
- If you need more information about our services.
Ways to Provide Feedback:
- Speak with any member of our team.
- Contact our Feedback and Complaints Officer (details above).
- Reach out to the Patient Advice and Support Service.
- Contact the local NHS Board.
We genuinely appreciate your input and will use it to improve what we do.
If You Need to Make a Complaint
We understand that sometimes things don’t go as expected. If you have a complaint, we’re here to help resolve it in a way that is fair and transparent.
You can complain about:
- NHS care or treatment received at our practice.
- Our services or facilities.
- A member of our team.
- How local NHS services have impacted your care.
We cannot handle complaints related to:
- Legal cases already in progress (though we encourage resolution before legal action).
- Requests for a second opinion on treatment.
- Complaints that have already been fully resolved with a final decision.
- Issues being investigated by the Scottish Public Services Ombudsman (SPSO).
If another route is more appropriate for handling your concern, we will guide you in the right direction.
Timeframe for Complaints:
You should make your complaint within six months of:
- The event that caused concern, OR
- When you realized there was an issue (but no later than 12 months after the event).
How to Make a Complaint
- In person, by phone, online, or in writing.
- If you feel comfortable, speak with the staff member involved first. We may be able to resolve the issue immediately.
- If the issue isn’t resolved, contact Eduard Burca, our Feedback and Complaints Officer.
- Prefer to speak to someone outside our practice? Contact the Patient Advice and Support Service or the NHS Borders Feedback and Complaints Team.
Information to Include in Your Complaint:
- Your full name and contact details.
- If you’re complaining on behalf of someone else, include their name, address, and date of birth.
- A clear explanation of what happened, where, and when.
- What outcome you would like to see.
- Your preferred method of communication.
- Written permission if you’re filing a complaint on behalf of someone else.
(Anonymous complaints are welcome but may limit our ability to fully resolve the issue.)
Keeping Your Information Confidential
- We respect your privacy and will only share your complaint details with necessary staff.
- If you do not want us to access your dental records, please let us know—however, this may limit our ability to resolve your complaint.
- We log complaints to learn from them and improve our services.
How We Handle Complaints
We follow a two-stage complaints procedure:
Stage 1: Early Resolution
- We aim to resolve issues quickly and informally where possible.
- If something has gone wrong, we will apologize and fix it immediately if we can.
- If we need more time, we will respond within five working days.
- In rare cases, we may need an extra five days, but we will inform you if that happens.
- If you are not satisfied, you can request a formal Stage 2 Investigation.
Stage 2: Investigation
A formal investigation is conducted if:
- The issue is complex and requires a detailed review.
- You were not satisfied with the Stage 1 response.
- You request an immediate investigation.
What Happens Next?
- We will acknowledge your complaint within three working days.
- We will outline the steps we will take.
- We will provide a full response within 20 working days. If it takes longer, we will explain why and agree on a new timeline.
- Our response will include:
- A clear explanation of what we found.
- An apology if things went wrong.
- Steps we are taking to prevent the issue from happening again.
- Information about escalating your complaint if needed.
Helping Someone Else Make a Complaint
You can file a complaint on behalf of someone else if:
- You have their written consent.
- You are the parent or guardian of a child who is not mature enough to complain themselves.
- You have power of attorney or guardianship.
- You are a relative or advocate of a deceased patient with concerns about their care.
Complaints About Private Treatment
We handle private treatment complaints in the same way. If you need external help, the Dental Complaints Service (DCS) offers a resolution process (see Contacts section).
Changing Your Mind About a Complaint
You can withdraw a complaint at any time. Just let us know by phone, email, or letter.
Need Help with Your Complaint?
- Patient Advice and Support Service (PASS): Independent NHS complaints support via Citizens Advice Scotland.
Website: https://www.cas.org.uk/pass - Advocacy Services: Available through NHS Borders Feedback and Complaints Manager.
- Mediation Services: If both sides agree, an independent mediator can help find a fair resolution.
If You’re Still Not Satisfied
If we cannot resolve your complaint, you can contact the Scottish Public Services Ombudsman (SPSO):
- Website: www.spso.org.uk
- Phone: 0800 377 7330
- Address: Bridgeside House, 99 McDonald Road, Edinburgh, EH7 4NS
Your feedback matters. Whether it’s a compliment, suggestion, or concern, we’re here to listen and improve your experience!