Feedback, Concerns, Comments and Complaints Policy

Information for Patients
At City Health Clinic Dental Practice our aim is to give the best possible care and treatment to our
patients. We welcome feedback and comments about our services and aim to deal with any concerns
or complaints promptly, courteously and efficiently. We take steps to make patients aware of how
they can give feedback or make a complaint and where they can obtain support for making a
complaint. We consider all feedback, comments, concerns and complaints as a positive way of looking
at what we do and making changes to improve our service to patients. If we cannot resolve matters
in the way you want, we will explain why it is not possible to do as you suggest. All views, even those
that are anonymous, will be taken seriously and our procedures are in line with the NHS Scotland
Complaints Procedure.

The practice Feedback and Complaints Officer is Mrs Leeanne Gray, practice manager,
contact details are T: 0131 228 2442 and E: She is
responsible for the management and handling of feedback, comments, concerns and complaints
and for seeing complaints through to resolution.

Feedback, Comments and Concerns
We want you to let us know if something is important to you, such as:
• What you think about the care and treatment you have received;
• What we have done well;
• Whether you have any concerns, e.g. about your appointment times or the facilities at the
• If you have any suggestions to help us improve things;
• If you don’t understand something and need more information about ourservices.
You can tell us by:
• Talking to any member of staff;
• Emailing the practice manager, Yvonne Louden
• Telling the Patient Advice and Support Service (see under Contacts);
• Contacting the local NHS Board (see under Contacts).

We will use the information you give us to improve the services we provide.