In this practice we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service.
HOW TO COMPLAIN
Complaints may be addressed to the Practice Manager. Alternatively, they may be addressed to Mrs. Dipali Patel (the Practice Principal). If you so wish, you may also make an appointment to speak to them directly.
- 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 Practice Manager or Mrs. Patel immediately. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
- If the patient complains in writing the letter will be passed on immediately to the Practice Manager.
We will acknowledge the patient’s complaint in writing as soon as possible, normally within three working days. We will aim to provide a full response in writing as soon as practical 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 the complaint investigation takes longer than anticipated, the Practice Manager will contact the patient at least every 10 working days to keep them informed of the reason for any delays, the progress of the investigation and the proposed date it will be completed.
We will confirm the decision about the complaint in writing immediately after completing our investigation.
WHAT TO DO IF YOU ARE NOT HAPPY WITH THE OUTCOME
If patients are not satisfied with the result of our procedure then a complaint may be made to:
- For complaints about the NHS treatment or charges
- The NHS Area Team:
NHS England Midlands and East
- For complaints about private treatment
- The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the dentists’ registration body)