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 and usually this is in person. 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 5 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 endeavour to investigate the patient’s complaint within 15 working days, this is usually done by face to face or by telephone depending on the patient’s preference. If for some reason we cant make contact with the patient a letter will be sent out with our findings after the 15 days have passed with no more than a waiting period of 20 days. (Our clinician’s work part time and some in other practices, so we give enough time to be able to reach the clinician where needed and allow for annual leave)
Some complaints can take longer as some responses may need a clinician’s opinion.
We will confirm the decision about the complaint in writing
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.