Effective Date: 01/08/2024

 

Maynooth Orthodontics is committed to providing high-quality orthodontic treatment and care. We take all complaints seriously and aim to resolve them promptly and efficiently. This policy outlines our procedures for managing and resolving complaints.

This policy applies to all staff members, including clinical and administrative personnel. It covers all aspects of our service, including treatment, communication, and administrative processes.We regularly review our complaints policy to ensure it remains effective and compliant with relevant guidelines.

 

How to Make a Complaint:

  • We encourage patients to initially discuss any concerns immediately and directly with their treating orthodontist or any member of our staff. This is often the quickest and most effective way to achieve a resolution for your concern.
  • Complaints can be made verbally, in writing, or via email.

 

Formal Complaints Procedure

If your concern is not resolved, you may initiate a formal complaint by following these steps:

  • Submission: Submit via email: info@maynoothortho.com or phone: 016874878. All submitted complaints will be logged immediately and raised to the appropriate staff members. Please provide a clear and concise description of the issue, including relevant dates, names of staff members involved, and any supporting documentation.

 

Complaint Handling Process:

  • Acknowledgement: We will acknowledge receipt of your complaint within 5 working days.
  • Investigation: We will thoroughly investigate the complaint, gathering all relevant information and documentation.
  • Resolution: We will aim to resolve the complaint within 20 working days. If the investigation takes longer, we will inform you of the expected timeframe.
  • Communication: We will communicate the outcome of the investigation to you in writing, outlining any actions taken to address the issue.

 

Escalation:

  • If you remain dissatisfied after our internal process, you may seek assistance from the Dental Complaints Resolution Service (DCRS). The DCRS offers a voluntary mediation service to help resolve complaints between patients and dental practitioners. To access this service, please ensure you have first exhausted our practice's complaints process. 
  • www.dentalcomplaints.ie

 

Confidentiality:

  • All complaints will be handled confidentially and in accordance with data protection laws.
  • Information will only be shared with relevant staff members involved in the investigation and resolution of the complaint.
  • All complaints will be documented and stored securely in compliance with data protection regulations. 

 

Patients have the right to:

  • Make a complaint without fear of retribution.
  • Have their complaint handled professionally and confidentially.
  • Receive a timely and thorough response to their complaint.
  • Escalate their complaint to an appropriate external body if they are not satisfied with the outcome.

 

Monitoring and Review:

  • We analyse complaints data to identify trends and areas for improvement in our service.
  • This policy will be reviewed annually or sooner if there are changes in legislation or professional guidelines.

 

Additional Resources

For further guidance on your rights and avenues for complaint, you may consult the following organisations:

  • Dental Council of Ireland: Provides information on professional standards and the complaints process.

  • Competition and Consumer Protection Commission (CCPC): Offers information on consumer rights and entitlements.

  • Citizens Information: Provides comprehensive information on citizens' rights, including healthcare entitlements and consumer matters.