Complaints procedure
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem can’t be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible- ideally within a few days or at the most a few weeks. This will enable us to establish what happened more easily. Please let us have details of your complaint either verbally, in writing or on the telephone.
Your complaint will be addressed with Hayleigh our practice manager. Alternatively, you may ask for an appointment with Hayleigh or the Dentist in order to discuss your concerns, so that they can be dealt with promptly.
What will we do.
We will acknowledge your complaint or concern within two working days of receipt. We will investigate your complaint within 10 working days. We shall then offer you an explanation and/or a meeting to discuss further.
In investigating the complaint, we shall aim to:
- Establish the facts
- Make sure you receive an apology, where this is appropriate.
- Identify what we can do to make sure the problem doesn’t happen again.
Complaining on behalf of someone else
If you are complaining on behalf of a patient, we would adhere to the rules of patient confidentiality.
We would therefore need the patient’s permission for you to act on their behalf.
If you are not satisfied with all of the above please contact:
Dental complaints service:
www.dentalcomplaints.org.uk
Email: info@dentalcomplaints.org.uk
Tel: 08456120540
The parliamentary and health service ombudsman:
Millbank Tower
London
SW1P 4QP
For further information:
General Council
37 Wimpole Street
London
W1G 8DQ
Tel: 020 7167 6000