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. 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.
The person responsible for dealing with any complaint about the service which we provide Mrs Heather Edwards, Practice Manager.
If a patient complains on the telephone or in person, 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 patient will be informed when they will be able to talk to the Practice Manager and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the Practice Manager. 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 or by email, it will be passed on immediately to the Practice Manager, Mrs Heather Edwards.
If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
We will seek to investigate the complaint within ten working days of receipt 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 we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
We will confirm the decision about the complaint in writing immediately after completing our investigation.
Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
If patients are not satisfied with the result of our procedure then a complaint may be made to:
The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 www.ombudsman.org.uk
The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540 www.dentalcomplaints.org.uk
The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct
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The government announced that from Monday 8th of June, restrictions on Dental Practices seeing patients for face-to-face appointments will be lifted in England.
We are incredibly pleased to be able to see our patients again, and we are working very hard to ensure that the Practice is a safe and well-equipped environment for us to deliver the dental care needed.
However, we would like to make it clear that we are following a phased return during the following weeks;
This means we do not have an open-door policy, and we are not yet at the point at which routine appointments can be made.
As you can imagine, with every Dental Practice in the country gearing up to return, there is an immense strain on our PPE supply chain, and so we can only provide emergency dental care with a skeleton staff to begin with, whist we implement our new protocols and source the required PPE.
We will keep you updated on our progress and readiness to book Check-ups, Hygienist appointments and other appointments over the coming weeks.
Until then, we would kindly request that only those with a genuine dental emergency or pain ring the practice and leave a message briefly describing the problem.
A dentist will then assess and advice on the best course of action over a telephone call first.
If it is agreed that you need to attend the Practice, our Receptionists will explain in detail what to expect on arrival, and all our new protocols.
These emergency patients along with those who have been cancelled midway through treatment, are the ones who will be contacted as a priority. Thank you for your continued patience and understanding.
I hope you have been keeping well and I look forward to seeing you soon.