Tel: 0117 974 4867

Complaints Procedure

 

It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently and effectively and politely as possible. We take complaints very seriously; we investigate them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint.

If you are not entirely satisfied with any aspect of our care or service please let us know as soon as possible to allow us to address your concerns promptly.

Julie is the Complaints Manager and will be your personal contact to assist you with any complaints. If your verbal complaint is not resolved to your satisfaction within 24 hours or if you complain in writing, the Complaints manager will acknowledge it in writing within 3 working days and will aim to provide a full response in writing as soon as practical.

If the complaints manager is unavailable, we will take brief details about the complaints and will arrange for a meeting when the person is next available. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint.

If the complaint investigation takes longer than anticipated the Complaints manager will keep you informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing and invited to a meeting to discuss the results and any practical solutions that we can offer to you. These treatments or other solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take it further, please see the contacts below.

 

Contacts for Complaints

For private dental treatment you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue by calling 0208 253 0200 or visiting www.dentalcomplaints.org.uk

If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly to NHS England at england.contactus@nhs.net with “For the attention of the complaints team” in the subject line.

If you are still unhappy about your NHS complaint, you can contact the Parliamentary Health Ombudsman (England) by calling 0345154033 or visit www.ombudsman.org.uk

You can also contact the Care Quality Commission (CQC) who regulates private and NHS Dental Care services in England by calling 03000616161. They can take action against a service provider that is not meeting their standards, who may be able to help.

The General Dental Council is responsible for regulating and all dental professionals. You can complain using their online form at www.gdc-uk.org , contact them on information@gdc-org.uk or by calling 0207 167 6000.