Complaints Procedure

Ann Street Dental Practice operates a complaints procedure in compliance with the HSC Complaints Procedure and the Independent Healthcare Regulations (NI) 2005.

In the event of any complaint please speak directly to our Head Receptionist, Odette Woods or write to the Practice Manager, Sinead Kelly.

We will endeavour where practically possible to acknowledge the complaint within 2 working days and will aim to have investigated the complaint within 10 working days of the date when the matter was raised.

If there are any delays in the process, the Complainant will be informed.

When a complaint is investigated we aim to:- Find out what happened Make it possible for the Complainant to discuss the problem with those concerned Provide the Complainant with an apology where appropriate Identify learning from the Complainant to ensure the problem does not happen again.

The outcome will be shared either in person or in writing

In keeping with Standard 9 of the Minimum Standards for Dental Care and Treatment (2011) complaints may also be referred to either or both of the following bodies:-

The Health & Social Care Board (HSCB)

Complaints Department
12-22 Linenhall Street,
Belfast
BT2 8 BS

TEL:- 028 9536 3893

The Dental Complaints Service-

General Dental Council Stephenson House,
2 Cherry Orchard Road,
Croydon CR0 6 BA

TEL:- 020 8253 0800 (Mon - Fri 9am - 5pm).

If you are dissatisfied with the proposed resolution as outlined above further reference may be made to the

Health Service Ombudsman for Northern Ireland

Freepost BEL 1478
Belfast
BT1 6BR

Or Freephone:- 0800 343424

This Practice is also regulated by the Regulation and Quality Improvement Authority (RQIA) to ensure minimum standards are met in the provision of dental care.

Although the RQIA cannot be contacted as a referral route for second stage investigation of complaints, complaints may be referred to it to enable investigation of matters.

RQIA

9th Floor,
Riverside Tower,
5 Lanyon Place,
Belfast
BT1 3 BT

TEL:- 028 9051 7500

www.rqia.org.uk

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