Complaints procedure

Please tell us if you are dissatisfied with any aspect of the care you have received.

We strive to provide a high level of service and ensure that all patients are pleased with their experience while in our care.  When a complaint is received, we aim to deal with it in a prompt and courteous manner, to ensure the matter is resolved as quickly as possible.

We learn from every complaint to ensure that mistakes are not repeated, amending our protocols where necessary to minimise the chance of the issue happening again.

  • The person responsible for dealing with any complaint about the service we provide is Laura Hart.
  • If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint and offer to refer him or her to Laura Hart
  • If Laura Hart is not available at the time, the member of staff will take details of the complaint and pass them on as soon as possible. If Laura Hart is unable to contact the patient 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 the complaint.
  • If the patient complaint is received in writing, the letter will be passed on immediately to Laura Hart.
  • 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. The patient will be told when he or she will be able to talk to the dentist, and arrangements will be made for this to take place.
  • If the patient does not wish to meet us to discuss the complaint, we will attempt to talk to him or her on the telephone.
  • We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within two working days.
  • We will seek to investigate the complaint within ten working days following receipt of the complaint to give an explanation of the circumstances which led to the complaint.
  • 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 to the patient immediately after completing our investigation.
  • Proper and comprehensive reports are kept of any complaint received.
  • Your complaint may need to be shared with the Commissioning Support Units (CSU) and this will only take place when you give your written consent.

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

For NHS treatment contact

NHS
England

PO Box 16738
Redditch
B97 9PT

0300 311 22 33
england.contactus@nhs.net
www.england.nhs.uk

For private treatment

The Dental Complaints Service

Stephenson House
2 Cherry Orchard Road
Croydon
CR0 6BA

08456 120 540
www.dentalcomplaints.org.uk

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Priya is very thorough and gentle. As a nervous patient, she reassured me and talked me through every step of my treatment which was of great comfort to me personally thank you Priya.

KAREN BENNETT

This dentist is currently brilliant if only my doctors at Moorswalk were as good as this dentist.

ANON

Staff was very friendly and the dentist was very calming, explained everything she was doing.

ANON

Priya is very thorough and gentle. As a nervous patient, she reassured me and talked me through every step of my treatment which was of great comfort to me personally thank you Priya.

KAREN BENNETT

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