Dental Practice hassles

lakside500

Well that's a month gone by.

My calls haven't been returned. The letter to the practice manager not responded to. I feel they have had enough time to sort this issue out.

I'm £70.00 down.

What would be the best step now to recover this money & to take this complaint further as it could have all been sorted out by now. The money was paid £10 debit card, £60 via credit card.

alison999

you could try the pct. your practice should have their number or you might be able to find it on the internet. the number depends on the area your in

bank_of_slate

1, phone PALS at the PCT, explain that you have already tried the in house complaints procedure and are still not satisfied.
2, if PALS don't help, contact the Healthcare Commission https://www.healthcarecommission.org.uk/homepage.cfm
...Linda xx

Toothsmith

Have you formally complained to them yet lakside?

I know you've requested all sorts of things, but have you sent a complaint?

If you send a complaint, they have a duty to respond to that within a few days, telling you how your complaint will be dealt with, and what to do and who to contact if you are not satisfied with the outcome.

I would write a formal complaint (A letter saying (briefly) what you're unhappy about and how you would like it resolved). If you don't get a reply to that within a week, then contact the PCT.

lakside500

I clearly stated in my letter to the practice last week that I wish to complain formally about this whole situation it was sent off recorded delivery & was signed for - come Monday that will be a week past - again no response from the practice.

NHS board state I've to go through the practice to complain! Which is all very well but they don't reply. Other option they suggested was the omburdsman. This doesn't look good for getting the money back - i'm going to get in touch with my credit card company to tell them the problem.

Toothsmith

Not sure if scottish rules are the same as english, but down here the practice must acknowledge the letter within 4 (I think) days, and have a proper response within 10.

They've clearly missed the 4 days, so the health board should intervene on your behalf now.

Does Scotland have a PALS service or similar like Linda suggested? This would be a good idea, and I think involving your credit card company was a good idea too.

Do you have a clear idea of the outcome you want here? I assume it's simply your money back so that you can go elsewhere? It's always useful to be clear and upfront about the outcome you want. It can speed up the solution.