Our commitment to quality, safety and patient satisfaction.

Our code of practice for complaints

If a patient makes a complaint, we deal with it promptly and courteously. Our aim is to resolve the matter as quickly as possible, following the procedure below and, wherever possible, to the satisfaction of the patient.

A complaint may point to something we can learn from and improve. We are, at all times, polite and respectful to our patients.

How to make a complaint

The practice manager is responsible for dealing with any complaint about our service.

If you complain in person or by telephone, the member of staff receiving the complaint makes an initial record of your concerns and checks it with you for accuracy. You are given a copy of the record and the original is passed to the practice manager. If the practice manager is available, you are asked whether you would like to speak to them straight away; otherwise you are told when they will make contact to arrange a meeting in person or by telephone. If that cannot be arranged within a reasonable time, or you do not wish to wait, someone else will deal with the matter.

If you complain in writing or by email, the complaint is passed immediately to the practice manager. A complaint about any aspect of clinical care, or the charges for treatment, is referred to the dentist concerned unless you ask otherwise.

What happens next

All complaints are acknowledged in writing as soon as possible, and within three working days. A copy of this code of practice is sent with the acknowledgement. If you have not yet discussed the matter with the practice manager, you are offered the opportunity to do so, and asked how you would like to be kept informed: by letter, email, telephone or a meeting in person. You are also told the process we will follow and the anticipated timescale.

We investigate every complaint speedily and efficiently and keep you informed of progress as far as is reasonably practicable. Investigations are normally completed within ten working days. If that is not possible, we tell you why, and when the investigation is likely to be complete.

What you receive at the end

On completion of the investigation you receive a full written report. It explains how the complaint has been considered, the conclusions reached on each part of it, details of any remedial action, and whether the practice is satisfied with any action it has already taken or will be taking as a result.

If you are not satisfied with the outcome

For complaints about private treatment, you can contact the Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon CR9 2ER, or visit dentalcomplaints.org.uk.

For complaints about a Denplan plan, the Denplan Mediation Service can be reached on 0800 169 7220.

The General Dental Council, 37 Wimpole Street, London W1G 8DQ, is the dentists’ registration body: gdc-uk.org.

The Care Quality Commission regulates the practice: cqc.org.uk, telephone 03000 616161.

For complaints about patient finance, the Financial Ombudsman Service can be reached on 0800 023 4567 or at financial-ombudsman.org.uk.

Review

This code of practice is reviewed every year.