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.

Our aim is to react to complaints in the way in which we would want a complaint about a service to be handled. We learn from each mistake and we respond to patients concerns in a kind a caring way.

The person responsible for dealing with any complaint about the service we provide is Katie Griffiths, our complaints manager.

If a patient complains on the telephone or at the reception desk, we will listen to their complaint and try to reassure them and resolve the matter as calmly and as quickly as possible. If the complaints manager is not available straight away, then the patient will be told when they are available and a brief detail of the complaint will be taken and passed on to the complaints manager. Within 3 working days the complaints manager will have been in touch and acknowledged the complaint

If a complaint is clinical or associated with charges it will normally be passed to the referring dentist, unless the patient does not want this to happen.

We will investigate the patient’s complaint within 10 working days of receipt to give an explanation of the circumstance which led to the complaint, this can either be done face to face or by telephone, depending on the patient’s preference

If we are unable to resolve the complaint within 10 days we will notify the patient, giving valid reasons for the delay and a likely period within the investigation will be completed

We will confirm the decision about the complaint in writing immediately after completing our investigation

All files are recorded confidentially and kept in the main office

If the patient is not satisfied with the result of our procedure, then a complaint can be made to:

The General Dental Council, 37 Wimpole street, London, W1M 8DQ. Telephone 0845 222 4141. This is the dentists regulatory body for complaints about professional misconduct.

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