Practice Complaints Procedure

In this practice, we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. If you have a complaint, we will treat you courteously and promptly so that the matter is resolved as quickly as possible. We learn from your feedback and respond to your concerns in a caring and sensitive way.

Complaints will only be shared with the staff involved, and only those who need to know will have the full details. The theme of any complaints will be discussed in team meetings so that all members can learn from them and improve the service that we provide.

Verbal Complaints (in person or by telephone)

If you complain on the telephone or at Reception, we will listen to your complaint and acknowledge it with empathy. Minor complaints will be dealt with immediately. For more complex issues the complaint will be referred to the Complaints Manager immediately if possible. If the Complaints Manager is not available, you will be told when she is available and offered a choice of how she may contact you.

Complaints in Writing or by Email

If you complain in writing or by email, your complaint will be passed on immediately to Carmen Hurst. She will acknowledge your complaint in writing or by email (by the same method that you contacted us) and enclose a copy of our complaints procedure as soon as possible (normally within 2 working days). She will aim to have investigated the complaint within 10 working days.

We will offer to discuss the complaint at a time agreed with you, giving you a choice of how you would like to be kept informed — face to face, by telephone, email or letter.

Investigations will normally be completed within 2 weeks. When the investigation is complete, we will provide you with a written report including an explanation of how the complaint was considered, the conclusions reached, details of any remedial action, and whether the practice is satisfied with any actions taken.

We will keep full, confidential records of any complaint received. Any complaint regarding clinical care or associated charges will be passed on to the treating dentist unless you do not wish this to happen.

If You Are Not Satisfied

If you are not satisfied with the result of our procedure, you can contact: