Patient Complaints Policy

In this 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 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.

1. The person responsible for dealing with any complaint about the service which we provide is Amy McMahon

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 Nicola Harrison, immediately. If she is not available at the time, then the patient will be told when they will be able to talk to the 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.
2. Any complaint resolved to the patient’s satisfaction within 24 hours does not need to go any further. If however it is not, the complaint must be recorded in writing and a copy sent to the complainant if we have not received the complaint by letter.
3. If the patient complains in writing the letter will be passed on immediately to Carl Taylor.
4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist.
5. We will acknowledge the patient’s complaint in writing in a timely fashion.
6. We will seek to investigate the complaint normally within 2 weeks of receipt (if possible) to give an explanation of the circumstances which led to the complaint with an upper limit of 6 months. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone.

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.

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

The Dental Complaints Service (020 8253 0800) for complaints about private treatment.