At our practice, we hold complaints in high regard and strive to ensure the satisfaction of all our patients with their service experience.
Whenever a patient raises a concern, we handle it promptly and courteously, aiming for a swift resolution. Our approach to handling complaints is based on our own expectations of how we would want our own complaints about a service to be addressed. We value the lessons learned from every mistake and respond to customers’ concerns with care and sensitivity.
- Our Practice Manager is responsible for addressing any service-related complaints.
- If a patient files a complaint over the telephone or in person, we listen attentively and offer to connect them with the Practice Manager immediately. If the Manager is unavailable at the time, we inform the patient of the soonest available opportunity for discussion and make necessary arrangements. Staff members collect brief details of the complaint and relay them to the Practice Manager. If we cannot arrange a prompt discussion or if the patient prefers not to wait, alternate arrangements are made.
- Written or emailed complaints are promptly forwarded to the Practice Manager.
- Complaints related to clinical care or associated charges are typically referred to the relevant dentist, unless the patient requests otherwise.
- Within three working days, we acknowledge the patient’s complaint in writing and provide a copy of our code of practice.
- We aim to investigate the complaint, providing an explanation of the circumstances that led to the complaint. If a face-to-face meeting is not desired by the patient, we make efforts to communicate via telephone. In the event that we are unable to complete the investigation within ten working days, we promptly notify the patient, explaining the reasons for the delay and providing an estimated timeframe for completion.
- After concluding our investigation, we immediately communicate the decision regarding the complaint in writing.
- We maintain thorough records of all complaints received and the corresponding actions taken to improve our services.
- If patients remain dissatisfied with the outcome of our internal procedure, they have the option to escalate their complaint to the Parliamentary and Health Service Ombudsman, located at Millbank Tower, Millbank, London, SW1P 4QP. They can be reached at 0345 015 4033 or through their website at www.ombudsman.org.uk.
The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540 www.dentalcomplaints.org.uk
The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct