​ ​Yes, you should make sure that your complaints procedure is displayed where patients can see it, patients should not have to ask for a copy.

​If a patient is not satisfied despite your best efforts to resolve their complaint, you should tell them about other avenues that are open to them, such as the relevant Ombudsman for health service complaints or the Dental Complaints Service for complaints about private dental treatment.

You may also find it helpful to seek further advice and information for your indemnity provider or professional association.

​​Yes. Standard 4.1 states that you must make and keep contemporaneous, complete and accurate patient records, and this would include taking an up-to-date medical history each time you treat a patient.