In this practice we take complaints very seriously 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. This procedure is based on these objectives.
Our aim is to react to complaints in the way in which we would
want our complaint about a service to be handled. We learn
from every mistake that we make and we respond to customers'
concerns in a caring and sensitive way.
1. The person responsible for dealing with any
complaint about the service which we provide is Natalie Bennett,
our Complaints Manager.
2. If a patient complains on the telephone or at the
reception desk, we will listen to their complaint and offer to
refer him or her to the Complaints Manager immediately. If the
Complaints Manager is not available at the time, then the patient
will be told when they will be able to talk to the dentist and
arrangements will be made for this to happen. The member of staff
will take brief details of the complaint and pass them on. If we
cannot arrange this within a reasonable period or if the patient
does not wish to wait to discuss the matter, arrangements will be
made for someone else to deal with it.
3. If the patient complains in writing the letter or
email will be passed on immediately to the Complaints Manager.
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 patient's complaint in
writing and enclose a copy of this code of practice as soon as
possible, normally within three working days.
6. We will seek to investigate the complaint within
ten working days of receipt to give an explanation of the
circumstances which led to the complaint. If the patient does not
wish to meet us, then we will attempt to talk to them on the
telephone. 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
7. We will confirm the decision about the complaint
in writing immediately after completing our investigation.
8. Proper and comprehensive records are kept of any
9. If patients are not satisfied with the result of
our procedure then a complaint may be made to:
- The Dental Complaints Service, The Lansdowne Building, 2
Lansdowne Road, Croydon, Greater London CR9 2ER (Telephone: 08456
- The General Dental Council, 37 Wimpole Street, London, W1M 8DQ
(Telephone: 0845 222 4141), the dentists' regulatory body for
complaints about professional misconduct.