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Complaints Procedure

Code of Practice for Patient Complaints

In this practice we try to ensure that all our patients are pleased with the level of care and service they have received and that we meet their expectations. If patients feel that they are not happy with our care and service, their complaint is dealt with courteously and in a full and fair way so that the matter is resolved promptly.To help us achieve these aims we follow the procedures outlined below.

Please address all complaints to the Practice Manager, Loredana Esprey.

If you wish to make a complaint by telephone or by visiting the practice, please ask to speak to the Practice Manager. If she is not available at the time, we will take brief details about the nature of the complaint and how you would like to be contacted. This information will then be passed onto the Practice Manager, who will then contact you within a reasonable time. If you do not wish to wait, we will make arrangements for another member of the team to speak with you as soon as possible.

If you would like to send your complaint to us in writing, please address it to the Practice Manager, Loredana Esprey. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless you do not want us to.

At all times we will respect your confidentiality. We will keep you informed of the progress of your complaint. We may need to provide information about the treatment you have received, to insurers or legal advisers.

If we cannot resolve your complaint immediately, we will acknowledge the complaint in writing within three working days. We aim to provide a full response within ten working days. If we are unable to complete our investigations within the ten days, we will contact you, giving the reasons for the delay and a likely period when the investigation will be completed. You will always be informed of the progress of any investigation as it proceeds.When the investigation has been completed, we will inform you in writing of the outcomes and you have the option to attend a meeting to discuss the findings and any solutions.

We will keep comprehensive and confidential records of any complaints received as well as any actions taken to improve the service as a direct consequence of any complaint. All documents will be stored securely and only persons who directly need to be informed will have access to the information.

Your comments, feedback, suggestions and complaints are welcomed, as we do learn from them and it enables us to improve our standards of care and service.

If you are dissatisfied with our response to your complaint you can take it further. Details will be in our letter to you. Also please see the contact details below:

The Dental Complaints Service: 08456 120 540 www.dentalcomplaints.org.uk
The Parliamentary and Health Service Ombudsman: 0345 015 4033 www.ombudsman.org.uk
The Care Quality Commission: 03000 616161 or visit www.CQC.org.uk

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