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Code of practice for patient complaints

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.

  • The person responsible for dealing with any complaint about the service that we provide is Bryony Johnsen.
  • 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 Bryony Johnsen immediately. If Bryony Johnsen is not available at the time, then the patient will be told when they will be able to talk to the clinical dental technician or 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.
  • We endeavor to resolve verbal complaints immediately to the patient’s satisfaction.
  • If the patient complains in writing the letter or email will be passed on immediately to Bryony Johnsen.
  • If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the clinical dental technician or dentist, unless the patient does not want this to happen.
  • We will acknowledge a written complaint from a patient in writing and enclose a copy of this code of practice 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 that 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 completed.
  • We will confirm the decision about the complaint in writing immediately after completing our investigation.
  • Proper and comprehensive records are kept of any complaint received.
  • 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, 37 Wimpole Street, London, W1M 8DQ (Telephone: 0845 222 4141), the dentists’ regulatory body for complaints about professional misconduct

ENGLAND, The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP, telephone: 0345 015 4033

One thought on “Complaints Policy

  1. Sandra Caswell

    The Real Person!

    Author Sandra Caswell acts as a real person and verified as not a bot.
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    says:

    I ordered and paid for a new Flexi dent £600 . Whilst on holiday last week they called to say it was ready but they had had to close the business. My son collected the denture on my behalf and when I returned home it was not a flexi denture it was wired and I couldn’t even fit it into my mouth .i have tried ringing the business but line is dead . Could you give me any advice please

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