Feedback, Concerns, Comments and Complaints

At Perla Orthodontics 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 the practice manager Lisa Weldon. She is responsible for the management and handling of feedback, comments, concerns and complaints and for seeing complaints through to resolution.

We want you to let us know if something is important to you:

• 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 practice;
• If you have any suggestions to help us improve things;
• If you don't understand something and need more information about our services.

You can tell us by:

• Talking to any member of staff who would refer you to Lisa Weldon;
• Patients survey and comments in our suggestion box;
• Telling the Patient Advice and Support Service (see under Contacts);
• Giving feedback online on our website, using our Contact Form
• Contacting NHS Tayside Board.