Complaints Policy

Coronavirus COVID-19 Update

Latest announcement by the government in the news that dentist can open on the 8th June 2020.

Throughout the pandemic, we have been clear that our first priority is the wellbeing of our patients and staff and this continues to be the case. As a result, the practice will only be reopening once we are satisfied that we have all of the necessary processes and personal protective equipment in place to ensure everyone’s safety.

Dentists were not given any notice of our reopening date and the information was only received via the daily briefing.  We are working around the clock to get protocols and procedures in place based on the latest guidance made available.

We will contact patient via email with more information about when the practice will reopen and will also be updating the website. In the meantime, please do not attempt to make a new appointment or attend the practice in person for any reason unless you are asked to do so. If you need advice, or if you are in need of urgent dental treatment, you should continue to call the practice and leave a voicemail. One of the dentists will return your call and be able to help.

We are determined to support patients who need care as quickly as possible and will be opening the practice to provide further treatments as soon as we are safely able to do so. We will keep you fully informed throughout this process

Tips to help manage dental problems until you can see a dentist:

Click on the following link Managing Toothache at Home (pdf document)

 

In this practice we take complaints very seriously and try to ensure that all our 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 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.

1. The person responsible for dealing with any complaint about the service which we provide is Bindi Shah, our Complaints Manager.

2. If a 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 Complaints Manager. The member of staff will take brief details of the complaint and pass them on to the Complaints Manager. If necessary we may ask you to put your complaint in writing.

3. If the patient complains in writing the letter or email will be passed on to the Complaints Manager.

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 patient’s complaint in writing normally within 3 working days. 

6. We will seek to investigate the complaint within 15 working days of receipt to give an explanation of the circumstances which led to the complaint.  If we are unable to investigate the complaint within 15 working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

7. When we have completed our investigation, we will provide the patient with a full written report. The report will include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint. 

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

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

  • The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER (Telephone: 08456 120 540) for complaints about private treatment
  • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone: 0845 222 4141), the dentists’ regulatory body for complaints about professional misconduct.·        
  • NHS dental Sevices - the complaints manager, NHS England - NHS Commissioning Board, P O Box 16738, B97 9PT (email: nhscommissioningboard@hscic.gov.uk, Tel 03003112233).