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COMPLAINTS PROCEDURE

These clear complaint procedures are monitored and reviewed and the named contact who is accountable for doing this is Maria Williams (Practice Manager)

 

If you make a complaint by telephone or at the reception desk, we will listen to your complaint and offer to refer you to Maria Williams the Practice Manager immediately. If this named person is not available at the time, then you will be told when she will be available to talk to you. If you would like to speak to someone earlier, then a member of staff will talk to the Principle Dentist and arrangements will be made for this to happen. The member of staff will take brief details of your complaint and pass them on. If we cannot arrange this within a reasonable period of time or if you do not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.

  1. If you make a complaint in writing the letter will be passed on immediately to                                                            Maria  Williams (Practice Manager).
  2. Complaints about clinical care or associated charges will be referred to the clinician  concerned, unless you do not wish this to happen.
  3. Acknowledgement of your complaint with an accompanying copy of this code of practice will be sent normally within 3 working days.
  4. We will seek to investigate your complaint within 10 working days, and to give an explanation of the circumstances which led to your complaint. We will keep you informed if any delays occur.
  5. We will confirm the outcome of your complaint in writing immediately after completing our investigation.
  6. We will complete proper and comprehensive records of any complaint received in a complaints tracker along with the outcome of any measures taken to prevent recurrence.

 

If you are not satisfied with the result of our procedure then a complaint can be made to.

            Parliamentary and Health Service Ombudsman               The General Dental Council

            Millbank Tower                                                                       37 Wimpole Street

            Millbank                                                                                    London

            London                                                                                      W1N 8DQ

            SW1P $QP                                                                                Tel 020 7167 6000  

            Tel: 0345 015 4033    www.ombudsman.org.uk                www.gdc-uk.org

          

            The Dental Complaints Service

            Stephenson House

            2 Cherry Orchard Road

            Croydon

            CR0 6BA

           T: 020 8253 0800   www.dentalcomplaints.org.uk