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Complaints Procedure

In this practice we take complaints very seriously & try to ensure that all our patients are pleased with their experience of our service. If a patient complains, they are dealt with courteously, promptly & confidentially, so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make & we respond to patients’ concerns in a caring & sensitive way.

  1. The person responsible for dealing with any complaint about the service we provide is Sue Corp, our Practice Manager
  2. If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint & offer to refer him or her to Sue Corp immediately if required.

    If Sue Corp is not available at the time, then the patient will be told when she will be available. If the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with the complaint.  If necessary an appointment can be scheduled for the patient to talk to the dentist. If so arrangements will be made for this to happen.

    The member of staff will take brief details of the complaint & will pass them on.
  3. If the patient complains in writing the letter will be passed on immediately to Sue Corp.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.
  5. We will acknowledge the patient’s complaint in writing & enclose a copy of our complaints procedure, as soon as possible, normally within three working days. We will investigate the complaint within ten working days of the complaint being received to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to him or her on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay & a likely period within which the investigation will be completed & if necessary, a progress report will be sent to the patient every ten working days.
  6. We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.
  7. Proper & comprehensive reports are kept of any complaint received.

    If patients are not satisfied with the result of our procedure then a complaint may be made to

    The Dental Complaints Service (08456 120 540) for complaints about private treatment

    The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the dentists’ registration body) – Tel No: 0845 222 4141

    Care Quality Commission, Finsbury Tower, 103-105 Bunhill Row, London EC1Y 8TG  
    Tel No: 0300 616161