Simply Dental Complaints Policy
Effective Date: February 2024
Last Reviewed: May 2025
Next Review Due: May 2026
1. Purpose
Simply Dental is committed to providing high-quality dental care and ensuring that all patients, their families, and other stakeholders have a clear, accessible, and fair process for raising concerns or complaints.
This Complaints Policy outlines how Simply Dental receives, investigates, and resolves complaints in a manner that is:
- fair and transparent
- timely and respectful
- compliant with New Zealand law
- consistent with the principles of the Code of Health and Disability Services Consumers’ Rights.
Feedback and complaints are valued as an opportunity to improve our services and strengthen patient care.
2. Scope
This policy applies to all complaints received by Simply Dental relating to:
- clinical care
- staff conduct
- service delivery
- administrative processes
- facilities or operational matters.
Complaints may be raised by:
- patients
- parents or guardians
- family members
- staff
- external stakeholders.
This policy applies to services provided at:
- the Lambton Quay clinic
- Simply Dental mobile dental units
- any location where Simply Dental staff provide care.
Parents or guardians may lodge complaints on behalf of adolescent patients.
3. Definitions
Complaint
Any expression of dissatisfaction with Simply Dental services, staff, or processes, whether communicated verbally, electronically, or in writing.
Complainant
The person or organisation raising the complaint.
Staff
All employees, contractors, clinicians, administrative staff, volunteers, or agents acting on behalf of Simply Dental.
4. Policy Principles
Simply Dental is committed to:
- treating all complainants respectfully
- responding promptly and fairly
- ensuring complaints are assessed impartially
- maintaining confidentiality
- using complaints to improve service quality.
Raising a complaint will not affect a patient’s access to care.
5. Complaints Process
5.1 How to Make a Complaint
Complaints may be made:
- in person
- by phone
- by email
- by letter
- through official Simply Dental communication channels.
Where appropriate, staff will assist patients to lodge a complaint.
Social Media
Simply Dental does not receive, process, or monitor complaints through social media platforms, including Facebook, Instagram, Google reviews, or other public forums.
Any concerns raised through social media will not be treated as formal complaints. Individuals wishing to lodge a complaint must contact Simply Dental directly using the contact methods listed in this policy so the matter can be properly recorded, investigated, and addressed.
Simply Dental reserves the right not to engage with or respond to complaints made through social media channels.
5.2 Acknowledgement
Complaints will normally be acknowledged within 5 working days.
Acknowledgement will include:
- confirmation the complaint has been received
- information about the investigation process
- expected timeframes for response.
5.3 Investigation
Complaints will be reviewed by the Complaints Officer or a delegated senior staff member.
The investigation may include:
- review of clinical records
- discussion with staff involved
- clarification with the complainant if required
- consultation with clinical leadership where appropriate.
Investigations will normally be completed within 20 working days, although complex matters may require additional time. If delays occur, the complainant will be informed.
5.4 Resolution
Once the investigation is complete, the complainant will receive a written response outlining:
- the findings of the investigation
- any corrective actions taken
- any improvements implemented
- options for further review if the complainant remains dissatisfied.
Where appropriate, Simply Dental may also offer:
- clarification of treatment decisions
- service improvements
- an explanation or apology.
5.5 Recording of Complaints
All formal complaints received by Simply Dental will be recorded in the practice Complaints Register.
To ensure complaints are managed appropriately, complaints must be submitted through the official contact channels outlined in this policy. Complaints that are not received through these channels may not be recognised as formal complaints.
Where concerns are raised informally during routine interactions with staff, Simply Dental will make reasonable efforts to address them at the time. However, unless the concern is formally recorded as a complaint, it may not be processed through the full complaints investigation procedure.
Complainants are encouraged to clearly identify when they wish to lodge a formal complaint so the matter can be recorded and investigated appropriately.
6. Confidentiality and Privacy
All complaints will be handled confidentially.
Personal information will be managed in accordance with the Privacy Act 2020.
Information may only be disclosed where:
- required by law
- necessary for investigating the complaint
- requested by authorised regulators.
7. Support for Complainants
Complainants may bring a support person or advocate during the complaints process.
Patients may also seek assistance from external organisations including:
- the Nationwide Health and Disability Advocacy Service
- the Health and Disability Commissioner.
8. Staff Responsibilities
All staff must:
- treat complaints seriously and respectfully
- report complaints to management or the Complaints Officer
- cooperate with investigations
- maintain professionalism throughout the process.
Staff must not retaliate against any person raising a complaint.
9. Monitoring and Quality Improvement
All complaints will be recorded in the Complaints Register and reviewed periodically by management.
Reviews may identify:
- recurring issues
- opportunities for service improvement
- areas requiring additional staff training.
Learning and Service Improvement
Simply Dental recognises that complaints and feedback provide valuable opportunities for learning and improvement. Where appropriate, findings from complaints investigations will be used to:
- improve clinical and administrative systems
- strengthen patient safety and service quality
- inform staff training and professional development
- prevent similar issues occurring in the future.
Lessons identified through the complaints process may be shared with staff in a de-identified manner to support continuous improvement.
10. Roles and Responsibilities
Complaints Officer
Responsible for:
- receiving complaints
- coordinating investigations
- ensuring responses are provided
- maintaining the complaints register.
Complaints Officer
Robin Groves
Email: [email protected]
Phone: 0800 123 343
Management
Responsible for:
- oversight of complaint resolution
- ensuring staff training
- implementing service improvements where required.
Staff
Responsible for:
- escalating complaints appropriately
- cooperating with investigations
- maintaining patient respect and confidentiality.
11. Legal and Regulatory Compliance
This policy aligns with the following New Zealand legislation and standards:
- Health and Disability Commissioner Act 1994
- Code of Health and Disability Services Consumers’ Rights
- Privacy Act 2020
- Health and Safety at Work Act 2015
Where relevant, it also supports contractual obligations under the Combined Dental Agreement.
12. Contact Information
To lodge a complaint or request further information, please contact:
Simply Dental Complaints Officer
Phone: 0800 123 343
Email: [email protected]
Postal Address:
3/342 Lambton Quay
Wellington 6011
13. External Review Options
If you are not satisfied with our response, you may contact:
Health and Disability Commissioner
Phone: 0800 11 22 33
Website: https://www.hdc.org.nz