Information for Patients

At Giffnock Village Dental Care (GVDC), we aim to provide the highest standard of care and treatment to our patients. We welcome feedback and comments about our services and are committed to addressing any concerns or complaints promptly, courteously, and efficiently.

We actively encourage patients to share their experiences with us and make it easy to provide feedback or raise a complaint. All feedback, including anonymous submissions, is taken seriously, and we use it to improve our services. Our procedures align with the NHS Scotland Complaints Procedure.

1. Responsibilities

The Feedback and Complaints Officer for Giffnock Village Dental Care is:

Lynsay Dickov
📞 0141 638 5539
📧 [email protected]

Lynsay is responsible for managing feedback, comments, concerns, and complaints, ensuring they are handled efficiently and brought to resolution.

2. Providing Feedback, Comments, and Raising Concerns

We encourage you to share your thoughts on:

• The care and treatment you have received.
• What we are doing well.
• Any concerns, such as appointment scheduling or practice facilities.
• Suggestions to improve our services.
• Any information gaps where you need further clarification.

You can provide feedback by:

• Speaking to any member of our team.
• Emailing the practice.
• Using the online feedback system.
• Contacting the Patient Advice and Support Service or NHS Greater Glasgow and Clyde Feedback and Complaints Team (see Contacts section).

We review all feedback to enhance the services we provide.

3. Complaints About NHS Treatment

You may make a complaint about:

• The NHS care or treatment you have received at the practice.
• Our services or facilities.
• A member of staff.
• The way local NHS services are organised if it has affected your treatment.

If your concern is not listed above, we still encourage you to raise it with us.

Complaints We Cannot Accept

We are unable to handle complaints if:

• Legal proceedings have been initiated regarding the issue.
  • Note: We will always attempt to resolve complaints through this procedure before legal action begins.
• The complaint is a request for a second opinion on treatment.
• A complaint has already been investigated and resolved, and we have issued a final decision.
• The complaint has been or is currently being investigated by the Scottish Public Services Ombudsman (SPSO).

If another procedure is more suitable for addressing your concern, we will provide guidance on your options.

4. Time Limits for Making a Complaint

Normally, complaints must be made within six months of:

• The event in question; or
• When you became aware that you had reason to complain (but no later than 12 months after the event).

5. How to Make a Complaint

Complaints can be made in person, by phone, online, or in writing.

• If possible, please speak directly to a member of staff involved in your care. We will try to resolve the issue immediately.
• If this is not possible, ask to speak to Dr Philip Larmour, the Feedback and Complaints Officer.
• If you do not wish to complain directly to the practice, you can contact the Patient Advice and Support Service or the NHS Greater Glasgow and Clyde Feedback and Complaints Team (see Contacts section).

When making a complaint, please include:

• Your full name and address.
• If complaining on behalf of someone else:
  • The patient’s full name, address, and date of birth.
  • Written permission from the patient (if applicable).
• A clear description of what happened, where, and when.
• What outcome you would like as a resolution.
• Your preferred method of communication.

You may make an anonymous complaint, but this may limit our ability to resolve the issue.

6. Confidentiality

• All complaints are kept confidential.
• In some cases, we may need to share information with relevant NHS staff or access your dental records to investigate. If you do not wish for this to happen, please let us know, though this may limit our ability to resolve your complaint.
• A record of all complaints is kept to help improve our services.

7. Complaints Handling Procedure

We follow a two-stage complaints process:

Stage 1: Early Resolution

• We aim to resolve complaints quickly and informally.
• Where possible, this may include an on-the-spot apology, explanation, and immediate corrective action.
• If further inquiries are required, we will respond within five working days.
• If more time is needed (up to an additional five working days), we will inform you and seek your agreement.
• If you are not satisfied with our Stage 1 response, you may request a Stage 2 Investigation.

Stage 2: Investigation

We will conduct a detailed investigation if:

• The complaint is complex and cannot be resolved at Stage 1.
• You were unsatisfied with our Stage 1 response.
• You request an immediate investigation.

At Stage 2:

• We will acknowledge receipt of your complaint within three working days.
• We will provide details of how we will investigate and where you can find additional support.
• A full response will be issued within 20 working days. If more time is required, we will notify you and agree on a revised timeline.

Our response will include:

• Confirmation that we have fully investigated your concerns.
• A response to all points raised.
• An apology if appropriate.
• Actions we will take to prevent similar issues.
• Information on the Scottish Public Services Ombudsman (SPSO) if you remain dissatisfied.

8. Complaints on Behalf of Someone Else

You may complain on behalf of another person if:

• You have their written consent.
• You are a parent, guardian, or carer acting on behalf of a child.
• You have welfare power of attorney or a guardianship order authorising you to make healthcare complaints on their behalf.
• The patient is deceased, and you had a relationship with them.
• You are acting as an advocate for the patient.

9. Complaints About Private Treatment

Complaints regarding private dental treatment follow the same procedure. However, if you remain unsatisfied, you may contact the Dental Complaints Service (see Contacts section).

10. Contacts

Dental Complaints Service (for private treatment)

Stephenson House
2 Cherry Orchard Road, Croydon, CR0 6BA
📞 08456 120 540 (Mon-Fri, 9 AM – 5 PM)
📧 [email protected]
🔗 www.dentalcomplaints.org.uk

NHS Greater Glasgow and Clyde Feedback and Complaints Team

West Glasgow Ambulatory Care Hospital
Dalnair Street, Glasgow, G3 8SJ
📞 0141 201 4500
📧 [email protected]

Scottish Public Services Ombudsman (SPSO)

4 Melville Street, Edinburgh, EH3 7NS
📞 0800 377 7330
🔗 www.spso.org.uk