complaints

In the 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. This procedure is based on these objectives.

The person responsible for dealing with any complaint about the service which we provide is our Practice Manager (Naomi Levy).

1)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 Practice Manager immediately, or our member of staff will take brief details of the complaint and pass them on to her.
2)If the patient complains in writing the letter will be passed on immediately to the Practice Manager.
3)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.
4)We will acknowledge the patient’s complaint immediately, 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 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 completed.
5)We will confirm the decision about the complaint in writing immediately after completing our investigation.
6)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:
1)The Dental Complaints Service (08456 120 540) for complaints about private treatment
2)The Clincal Commisioning Group (CCG) Lanchester House, Level 3 Trafalgar Place Brighton BN1 4FU (01273 295490)
3)The General Dental Council, 37 Wimpole Street London W1M 8DQ (the dentists’ registration body)