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Complaints Procedure

In this practice we take complaints very seriously indeed and try to ensure that all 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 compliant 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 Stephanie Thorley, Practice Manager. If the complaint cannot be rectified by Stephanie Thorley, she will enlist the assistance of one of the partners.

  2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and where possible the matter will be rectified by the staff member assisting the patient, with advice from Stephanie Thorley. However, if this is not possible the patient will be referred to Stephanie Thorley. The patient will be told when they can expect to be contacted by Stephanie and they will be asked if they are happy to discuss the matter over the phone. If not then postal communication will be used. The member of staff will take brief details of the complaint and pass them on to Stephanie Thorley.

  3. If the patient complains in writing the letter will be passed on immediately to Stephanie Thorley

  4. 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.

  5. We will acknowledge the patients compliant by telephone within three working days or in writing enclosing a copy of this code of practice within five working days or as soon after that as possible. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. 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.

  6. We will confirm the decision about the complaint in writing immediately after completing our investigation.

  7. Proper and comprehensive records are kept of any complaint received.

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

    • The Dental Complaints Service (08456 120 540) for complaints about private treatment

    • Primary Care Support, 3 Piccadilly Place, London Road, Manchester, M1 3BN for complaints about NHS treatment

    • The Healthcare Commission, Finsbury Tower, 103-105 Bunhil Row, London EC1Y 8TG (

    • The General Dental Council, 37 Wimpole Street, London, W1M 89DQ

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