Complaints Procedure



Lisburn Dental Clinic operates a complaints procedure which is in compliance with the HSC complaints procedure and also in compliance with The Independent Healthcare Regulations (NI 2005)

In this practice we take complaints very seriously indeed and try to ensure that all patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to patients’ concerns in a caring and sensitive way.

1. The person responsible for dealing with any complaint about the service which we provide is Dr David Hanna BDS.

2. If a patient complains on the telephone or at the reception desk, we will listen to his or her

complaint and offer to refer him or her to Dr David Hanna immediately.

If Dr David Hanna is not available at the time, then the patient will be told when she/he will be able to talk to the dentist and arrangements will be made for this to happen.

The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.

3. If the patient complains in writing the letter will be passed on immediately to Dr David Hanna.

4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.

5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible normally within two working days. We will seek to investigate the complaint within ten working days of the complaint being received to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to him or her on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

6. We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.

7. Proper and comprehensive records are kept of any complaint received.

8. If patients are not satisfied with the result of our procedure then a complaint may be made to:

Health and Social Care Board RQIA

Complaints Office 9th Floor, Riverside Tower
HSC Board Headquarters 5 Lanyon Place
12-22 Linenhall Street Belfast
Belfast BT1 3BT
BT2 8BS Tel 02890 517500

Tel: 028 9032 1313 (for complaints about NHS treatment)


The General Dental Council, NI Ombudsman

37 Wimpole Street London W1M 8DQ (the dentists’ registration body)

33 Wellington Place Belfast BT1 6HN