Patient Participation and Feedback Policy
Our Commitment to You
We are committed to providing high-quality dental care in a safe, respectful, and welcoming environment. Your views and experiences matter to us. This policy explains how you can take part in giving feedback and how we use your feedback to improve our services.
This practice is regulated by Healthcare Improvement Scotland (HIS) and follows national standards for patient involvement, safety, and quality of care.
Why Your Feedback Is Important
Your feedback helps us to:
- Understand what we are doing well
- Identify areas where we can improve
- Improve patient experience and communication
- Make meaningful changes to how our services are delivered
Giving feedback is completely voluntary and will never affect the care or treatment you receive.
How You Can Share Your Feedback
We offer several ways for you to provide feedback, so you can choose the option that feels most comfortable for you.
1. Suggestion Box (Waiting Room)
- A suggestion box is available in the waiting room.
- You can leave written feedback, comments, or suggestions.
- Feedback can be given anonymously.
- Forms and pens are provided for your convenience.
2. Online Feedback and Reviews
- You may choose to leave feedback online (for example via Google reviews or our website contact form), if you feel comfortable doing so.
- There is no expectation or pressure to leave an online review.
- Online feedback is monitored and used constructively to improve our service.
3. Patient Surveys
- We use surveys carefully and do not ask patients to complete them frequently.
- Surveys are usually offered at the end of a course of treatment, rather than on a regular basis.
- Surveys may be paper-based or electronic.
- All survey responses can be completed anonymously.
4. Verbal Feedback
- You are welcome to share feedback verbally at any time.
- You can speak to a member of our clinical team or our reception team.
- Our reception team plays an important role in listening to patient feedback during everyday conversations, such as when booking appointments or checking in and out.
- Any feedback you share will be treated respectfully and passed on to the appropriate person where needed.
How We Use Your Feedback
All feedback is reviewed by the practice team and used to support continuous improvement. We use feedback to:
- Identify common themes or concerns
- Improve our services, systems, and communication
- Support staff training and development
- Recognise and celebrate good practice
Where appropriate, we may share improvements made as a result of patient feedback so you can see how your views make a difference. These are displayed on practice TV, website blogs or newsletters.
Complaints and Concerns
If your feedback relates to a concern or complaint, it will be managed in line with our Complaints Procedure, which is available on our website, displayed on reception or can be sent to you upon request. We aim to address concerns fairly, promptly, and transparently.
Confidentiality and Respect
- All feedback is handled sensitively and confidentially.
- Anonymous feedback is welcomed.
- We are committed to listening without judgement and responding constructively.
Review of This Policy
This policy is reviewed annually to ensure it continues to meet patient needs and healthcare regulatory requirements.