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 Ellyse Brolia.
- 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 Ellyse.
- If Ellyseis not available at the time, the member of staff will take details of the complaint and pass them on as soon as possible. If Ellyse 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 Ellyse.
- 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 you are not satisfied with the result of our complaints procedure, we recommend that you contact one of the following organisations:
Financial Ombudsman:
https://www.financial-ombudsman.org.uk
complaint.info@financial-ombudsman.org.uk
Call the helpline on 0800 023 4567
If you are dissatisfied with our response and your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter. Further information and contact details can be found on www.financial-ombudsman.org.uk.
NHS Treatment:
NHS Commissioning Board
PO Box 16738
Redditch
B97 9PT
Tel: 0300 311 2233
Email: england.contactus@nhs.net
www.england.nhs.uk
Private Treatment:
Dental Complaints Service
37 Wimpole Street
London
W1G 8DQ
Tel: 020 8253 8000
E-mail: info@dentalcomplaints.org.uk
www.dentalcomplaints.org.uk
Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0345 015 4033
www.ombudsman.org.uk
Care Quality Commission
CQC National Customer Service Centre
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
www.cqc.org.uk
The General Dental Council
37 Wimpole Street
London
W1M 8DQ
Tel: 0845 222 4141 or 020 7887 3800
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