Patient Complaints Procedure

It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, we investigate them in a full and fair way and take great care to protect your confidentiality. If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly. We will never discriminate against patients who have made a complaint.

Non clinical complaints should be addressed to: Mrs Julie Clarke (Reception Manager) & Clinical complaints should be addressed to: Dr Orungbemi (Principal Dental Surgeon)

If we cannot resolve your complaint immediately it will be acknowledged in writing within 3 working days and we aim to provide a full response within 10 working days.

If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when the person is next available. We will keep comprehensive and confidential records of your complaint, which will be stored securely and be accessible only by those who need to know about your complaint.

Should the complaint need to be investigated, this may involve the person who treated you, members of the team or others. In some cases, the investigation may take longer than 10 working days, in which case you will be informed about the reason for the delay, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing and invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take it further, please see the contacts below.

Contacts

For private dental treatment you can contact the GDC (General Dental Council) complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk

For NHS treatment you can make a complaint by calling 0300 311 2233 or visiting www.england.nhs.uk

If you are still unhappy about your NHS complaint you can contact the Parliamentary Health Ombudsman by calling 0345 015 4033 or visiting www.ombudsman.org.uk

You can contact the Care Quality Commission, who regulates private and NHS dental care services in England by calling 03000 616161 or visiting www.cqc.org.uk

The General Dental Council is responsible for regulating all dental professionals. You can contact them by calling 020 7167 6000 or visiting www.gdc-uk.org

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