At No45 Dental we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. If patients complain they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.

 

Our aim is to react to complaints in the way in which we would want our complaint 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.

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• Responsible for dealing with any complaint about a service we provide is Gemma Bryce and Louise Lancaster, Practice Managers.

 

• If the patient complains on the telephone, or at the reception desk, we will listen to their complaint and offer to refer him or her to the practice manager immediately. If the Practice Manager is not available at the time then the member of staff will take brief details of the complaint and pass them on.

 

• If the patient complains in writing the letter will be passed on immediately to the practice manager.

 

• If a complaint is about any aspect of a clinical nature or associated charges, it may be referred to the principle dentist, unless the patient does not wish for this to happen.

 

• We acknowledge the patients complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 5 working days.

 

• We will seek to investigate the complaint within 10 working days of receipt, and give an explanation of circumstances in which led to the complaint. If the patient does not wish to meet with us we can attempt to contact them over the telephone and via email.

 

• If we are unable to investigate within 10 working days we will notify the patient, and give a likely period in which this stage will be complete.

 

• We will confirm the outcome of the complaint in writing immediately after the investigation.

 

• Comprehensive records are kept of any complaint received.

 

• If patients are not satisfied with the outcome of the complaint then a further complaint may be made to

  • The Dental Complaints Service, The General Medical Council, 37 Wimpole Street, London, W1G 8DQ – 020 8253 0800

 

You can also help us improve our service with giving us feedback if there is anything we could do better, if we fail to keep our promises, or you are unhappy about anything with in the practice.