{"id":81,"date":"2025-02-20T19:59:55","date_gmt":"2025-02-20T19:59:55","guid":{"rendered":"https:\/\/clearwaterdental.co.uk\/?page_id=81"},"modified":"2026-01-19T11:43:54","modified_gmt":"2026-01-19T11:43:54","slug":"feedback-concerns-comments-and-complaints-policy","status":"publish","type":"page","link":"https:\/\/clearwaterdental.co.uk\/index.php\/feedback-concerns-comments-and-complaints-policy\/","title":{"rendered":"Feedback, Concerns, Comments, and Complaints Policy"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><strong>Information for Patients<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">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\u2014whether they\u2019re compliments, suggestions, or concerns. Your feedback helps us grow and improve our services.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If there\u2019s 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\u2019d like, we\u2019ll explain why and explore alternative solutions. All feedback, including anonymous submissions, is taken seriously, and we follow the <strong>NHS Scotland Model Complaints Handling Procedure (2017)<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Who to Contact<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Feedback and Complaints Officer:<\/strong><br>Eduard Burca<br>Clearwater Dental Practice<br>111 High Street, Jedburgh, TD8 6AQ<br>Tel: 01835 862234<br><a href=\"management@clearwaterdental.co.uk\">Email: please click<\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Eduard is here to listen, support, and ensure that any concerns are handled with care.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>How to Share Your Thoughts<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">We\u2019d love to hear from you about:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Your experience with our care and treatment.<\/li>\n\n\n\n<li>What you feel we do well.<\/li>\n\n\n\n<li>Any concerns, such as appointment scheduling or our facilities.<\/li>\n\n\n\n<li>Suggestions for improving our practice.<\/li>\n\n\n\n<li>If you need more information about our services.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Ways to Provide Feedback:<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Speak with any member of our team.<\/li>\n\n\n\n<li>Contact our <strong>Feedback and Complaints Officer<\/strong> (details above).<\/li>\n\n\n\n<li>Reach out to the <strong>Patient Advice and Support Service<\/strong>.<\/li>\n\n\n\n<li>Contact the <strong>local NHS Board<\/strong>.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">We genuinely appreciate your input and will use it to improve what we do.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>If You Need to Make a Complaint<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">We understand that sometimes things don\u2019t go as expected. If you have a complaint, we\u2019re here to help resolve it in a way that is fair and transparent.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>You can complain about:<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>NHS care or treatment received at our practice.<\/li>\n\n\n\n<li>Our services or facilities.<\/li>\n\n\n\n<li>A member of our team.<\/li>\n\n\n\n<li>How local NHS services have impacted your care.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>We cannot handle complaints related to:<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Legal cases already in progress (though we encourage resolution before legal action).<\/li>\n\n\n\n<li>Requests for a second opinion on treatment.<\/li>\n\n\n\n<li>Complaints that have already been fully resolved with a final decision.<\/li>\n\n\n\n<li>Issues being investigated by the <strong>Scottish Public Services Ombudsman (SPSO)<\/strong>.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">If another route is more appropriate for handling your concern, we will guide you in the right direction.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Timeframe for Complaints:<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">You should make your complaint within <strong>six months<\/strong> of:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The event that caused concern, OR<\/li>\n\n\n\n<li>When you realized there was an issue (but no later than <strong>12 months after the event<\/strong>).<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>How to Make a Complaint<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>In person, by phone, online, or in writing.<\/strong><\/li>\n\n\n\n<li>If you feel comfortable, speak with the staff member involved first. We may be able to resolve the issue immediately.<\/li>\n\n\n\n<li>If the issue isn\u2019t resolved, contact <strong>Eduard Burca, our Feedback and Complaints Officer<\/strong>.<\/li>\n\n\n\n<li>Prefer to speak to someone outside our practice? <strong>Contact the Patient Advice and Support Service or the NHS Borders Feedback and Complaints Team<\/strong>.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Information to Include in Your Complaint:<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Your <strong>full name and contact details<\/strong>.<\/li>\n\n\n\n<li>If you\u2019re complaining on behalf of someone else, include their <strong>name, address, and date of birth<\/strong>.<\/li>\n\n\n\n<li>A <strong>clear explanation<\/strong> of what happened, where, and when.<\/li>\n\n\n\n<li>What <strong>outcome<\/strong> you would like to see.<\/li>\n\n\n\n<li>Your <strong>preferred method of communication<\/strong>.<\/li>\n\n\n\n<li><strong>Written permission<\/strong> if you\u2019re filing a complaint on behalf of someone else.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">(<em>Anonymous complaints are welcome but may limit our ability to fully resolve the issue.<\/em>)<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Keeping Your Information Confidential<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>We respect your privacy and will only share your complaint details with necessary staff.<\/li>\n\n\n\n<li>If you do not want us to access your dental records, please let us know\u2014however, this may limit our ability to resolve your complaint.<\/li>\n\n\n\n<li>We log complaints to learn from them and improve our services.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>How We Handle Complaints<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">We follow a <strong>two-stage complaints procedure<\/strong>:<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Stage 1: Early Resolution<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>We aim to resolve issues <strong>quickly and informally<\/strong> where possible.<\/li>\n\n\n\n<li>If something has gone wrong, we will <strong>apologize and fix it immediately<\/strong> if we can.<\/li>\n\n\n\n<li>If we need more time, we will respond within <strong>five working days<\/strong>.<\/li>\n\n\n\n<li>In rare cases, we may need an <strong>extra five days<\/strong>, but we will inform you if that happens.<\/li>\n\n\n\n<li>If you are not satisfied, you can request a <strong>formal Stage 2 Investigation<\/strong>.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Stage 2: Investigation<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">A formal investigation is conducted if:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The issue is <strong>complex and requires a detailed review<\/strong>.<\/li>\n\n\n\n<li>You were not satisfied with the <strong>Stage 1 response<\/strong>.<\/li>\n\n\n\n<li>You request an <strong>immediate investigation<\/strong>.<\/li>\n<\/ul>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>What Happens Next?<\/strong><\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>We will acknowledge your complaint within <strong>three working days<\/strong>.<\/li>\n\n\n\n<li>We will outline the <strong>steps we will take<\/strong>.<\/li>\n\n\n\n<li>We will provide a <strong>full response within 20 working days<\/strong>. If it takes longer, we will explain why and agree on a new timeline.<\/li>\n\n\n\n<li>Our response will include:\n<ul class=\"wp-block-list\">\n<li>A <strong>clear explanation<\/strong> of what we found.<\/li>\n\n\n\n<li>An <strong>apology<\/strong> if things went wrong.<\/li>\n\n\n\n<li>Steps we are taking to <strong>prevent the issue from happening again<\/strong>.<\/li>\n\n\n\n<li>Information about <strong>escalating your complaint<\/strong> if needed.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Helping Someone Else Make a Complaint<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">You can file a complaint on behalf of someone else if:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>You have their <strong>written consent<\/strong>.<\/li>\n\n\n\n<li>You are the <strong>parent or guardian<\/strong> of a child who is not mature enough to complain themselves.<\/li>\n\n\n\n<li>You have <strong>power of attorney or guardianship<\/strong>.<\/li>\n\n\n\n<li>You are a <strong>relative or advocate<\/strong> of a deceased patient with concerns about their care.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Complaints About Private Treatment<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">We handle <strong>private treatment complaints<\/strong> in the same way. If you need external help, the <strong>Dental Complaints Service (DCS)<\/strong> offers a resolution process (<strong>see Contacts section<\/strong>).<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Changing Your Mind About a Complaint<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">You can <strong>withdraw a complaint at any time<\/strong>. Just let us know by <strong>phone, email, or letter<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Need Help with Your Complaint?<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Patient Advice and Support Service (PASS)<\/strong>: Independent NHS complaints support via Citizens Advice Scotland.<br><strong>Website:<\/strong> <a href=\"https:\/\/www.cas.org.uk\/pass\">https:\/\/www.cas.org.uk\/pass<\/a><\/li>\n\n\n\n<li><strong>Advocacy Services<\/strong>: Available through <strong>NHS Borders Feedback and Complaints Manager<\/strong>.<\/li>\n\n\n\n<li><strong>Mediation Services<\/strong>: If both sides agree, an independent mediator can help find a fair resolution.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>If You\u2019re Still Not Satisfied<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">If we cannot resolve your complaint, you can contact the <strong>Scottish Public Services Ombudsman (SPSO):<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Website:<\/strong> <a href=\"https:\/\/www.spso.org.uk\">www.spso.org.uk<\/a><\/li>\n\n\n\n<li><strong>Phone:<\/strong> 0800 377 7330<\/li>\n\n\n\n<li><strong>Address:<\/strong> Bridgeside House, 99 McDonald Road, Edinburgh, EH7 4NS<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"wp-block-paragraph\">Your feedback matters. Whether it&#8217;s a <strong>compliment, suggestion, or concern<\/strong>, we\u2019re here to listen and improve your experience!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>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\u2014whether they\u2019re compliments, suggestions, or concerns. Your feedback helps us grow and improve our services. If there\u2019s something we can do better, please let us [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-81","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Feedback, Concerns, Comments, and Complaints Policy - ClearWater Dental<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/clearwaterdental.co.uk\/index.php\/feedback-concerns-comments-and-complaints-policy\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Feedback, Concerns, Comments, and Complaints Policy - ClearWater Dental\" \/>\n<meta property=\"og:description\" content=\"Information for Patients At Clearwater Dental Practice, we truly care about your experience with us. 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