Complaints Policy

In this practice we take complaints very seriously indeed and try to ensure that all 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. The procedure is based on these objectives;

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

1.  The person responsible for dealing with any complaints about the service we provide is Michelle Birch.
2. If a patient complains on the telephone or at the desk on reception, we will listen to their complaint and offer to refer him or her to Michelle Birch immediately. If she is unavailable at the time, the patient will be told when they will be able to talk to the dentist and make arrangements for this will be, made for this to happen. The member of staff will take a brief description of the complaint and pass them on. If we can not arrange this within a reasonable period of time or if the patient does not wish to discuss the matter, arrangements will be made for someone else to deal with it.
3. If the complaint is in writing, the letter will be passed on to Michelle Birch immediately
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 patients complaints in writing and enclose a copy code of practice as soon as possible, normally three working days. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to complaint. If we are unable to investigate the complaint within ten working days, we will notify the patient giving reasons for the delay and a likely period within which the investigation will be completed.
6. We will confirm the decision about the complaint in writing immediately after completing our investigation.
7. Proper and comprehensive records are maintained of any complaint received.
8. If patients are not satisfied with the results of our procedure that a complaint may be made to:

• The Dental Complaints Services (08456 120 540) for complaint about private treatment
• The General Dental Council 37 Wimpole Street London, WIM 8DQ (the dental registrations body)
• NHS England  (0300 3112223) PO Box 16738, Redditch, B97 9PT
•   CQC National Customer Service Centre, CityGate, Gallowgate, Newcastle Upon Tyne,  NE1 4PA, Telephone 03000 616161