Complaints

We take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service.

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 our mistakes and we respond to patients concerns in a caring and sensitive way.

The person responsible for dealing with any complaint about the service that we provide is the practice manager, Michelle O’Malley.

Code of Practice

  • All verbal complaints will be recorded in the informal comment book and quality management manual and reviewed by the practice manager and management team.
  • If a patient complains on the telephone or at reception, we will listen to their complaint and offer if staff are unable to resolve the problem to the patients satisfaction then refer them to the practice manager immediately.
  • If practice manager is not available at the time, then the patient will be told when they will be able to talk to them or a member of the clinical team and arrangements will be made for this to happen.
  • The member of staff will take brief details of the complaint to pass them on, if we are unable to arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, then the patient is to be referred to another member of the management team.
  • If the complaint is in writing the letter will be passed on immediately to the practice manager. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient requests for this not to happen.
  • Written complaints will be acknowledged in writing and a copy of this code of practice enclosed and sent as soon as possible, normally within 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 the complaint.
  • If the patient does not wish to meet us, 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 completed.

We will confirm the decision about the complaint in writing immediately after completing our investigation. Proper and comprehensive records are kept of all complaints received and if any trends identified will be reviewed by management as part of our quality and improvement process.

If patients are not satisfied with the result of our procedure then a complaint may be made to:

The Dental Complaints Service (08456 120 540) for complaints about private treatment

The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the dentists’ registration body)