COMPLAINTS HANDLING POLICY
In this practice we take complaints very seriously and try to ensure that all of our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.
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 and we respond to customer concerns in a caring and sensitive way.
If you wish to make a complaint, please find a contact form at the bottom of the page, or feel free to ring us on the number provided.
Below is our code of practice for patient complaints.
1. If a patient complains on the telephone at the reception desk, we will listen to their complaint and offer to refer them to the complaints manager immediately. If the complaints manager is not available, then the patient will be asked to arrange a meeting with the dentist.
2. If the patient complains in writing the letter will be passed on immediately to the complaints manager.
3.If a complaint is about any aspect of clinical care or associated charges it will normally be refereed to the dentist, unless the patient does not want this.
4.We will acknowledge the patients complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days.
5. We will seek to investigate the complaint within ten working days of receipt 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 them by telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving them a reason for the delay and a likely period within which the investigation can be completed.
6. We will confirm the decision about the complaint in writing immediately after completing our investigation.
7.Proper and comprehensive records are kept of any complaints received.
8.If the patient is not satisfied with the results of our procedure then a complaint can be made to:
Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA (Telephone: 08456 120540) for complaints about private treatment
The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone 0845 222 414) The dentists regulatory body for complaints about professional misconduct