Code of Practice for Patient Complaints

In this practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. If you don’t feel completely satisfied, we would like the opportunity to use your complaint as an opportunity to improve. You will always be dealt with courteously and promptly so that the matter is resolved as quickly as possible.

1. The person responsible for dealing with any complaint about the service which we provide is Mrs Elaine Tully, our Complaints Manager.

2. If you complain on the telephone or at the reception desk, we will listen to your complaint and refer you to the Dentist or Complaints Manager immediately depending on whether the complaint is of a clinical nature.

3. If the Complaints Manager or Dentist is not available at the time, then we will make a convenient arrangement for you to be able to talk to the dentist/complaints manager confidentially. A member of staff will take brief details of your complaint and pass them on.

5. If you complain in writing the letter or email will be passed on immediately to the Complaints Manager.

6. 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.

7. We will acknowledge the complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days.

8. 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 you do not wish to meet us, then we will attempt to talk to you on the telephone. If we are unable to investigate the complaint within ten working days we will notify you, giving reasons for the delay and a likely period within which the investigation will be completed.

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

10. Proper and comprehensive records are kept of any complaint received and we will always be open and honest about our findings and reasons for our decision.

11. 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 120 540) for complaints about private treatment
  • The General Dental Council, (The Regulatory body) at: 37 Wimpole Street, London, W1M 8DQ (Telephone: 0845 2224141), for complaints regarding professional misconduct.
  • NHS Choices at www.nhs.uk or contact the NHS through England.contactus@nhs.net or telephone 0300 311 2233 or by writing to:   NHS England, PO Box 16738, Redditch B97 9PT