We always try to ensure you are pleased with our service, and so we take complaints very seriously. If you need to make a complaint about the service we have given you, we will respond positively and promptly to resolve it:
Our Practice Manager will administer your complaint, and he/she will be your point of contact in connection with it. We will keep records of your complaint and our handling of it, in accordance with our privacy statement.
You can make a complaint at the reception desk, or by telephone, letter or e-mail:
If your complaint is about any aspect of clinical care or associated charges we will normally need to speak to the dentist concerned. If you do not want this to happen please tell us when you make your complaint.
The Practice Manager will acknowledge your complaint over the telephone, and in writing together with a copy of this code of practice.
We will investigate your complaint, and endeavour to complete it within 10 working days of receiving it. During this time the Practice Manager may need to contact you for further information or clarification, and may ask to meet with you and your dentist to discuss things.
If we are unable complete the investigation within ten working days, the Practice Manager will notify you, giving reasons for the delay and an estimated completion date.
When we have completed our investigation the Practice Manager will write to you giving details of it and its findings. Depending on individual circumstances, possible outcomes include:
In all cases we will attempt to rectify matters to your satisfaction, in a caring and sensitive way. We will also look at how we can prevent the circumstances occurring again.
If you are not satisfied with the outcome, then you may wish to pursue matters through the Dental Complaints Service.