We try to ensure that all our patients are pleased with their experience of our services. We welcome feedback from patients and take any complaints seriously. We aim to deal with any complaints courteously and efficiently so that they can be resolved as quickly as possible.
Our aim is to react to complaints and learn from every mistake that we make. We respond to any concerns in a caring and sensitive way. Our complaints procedure outlines how we deal with any complaints.
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 accept complaints made verbally as well as written complaints.
The person responsible for dealing with any complaints about the service that we provide is our Complaints’ Manager.
We hope that most issues can be resolved easily and quickly, often at the time they arise and with the person concerned. If your issues cannot be sorted out this way and you wish to make a complaint, you can do so verbally by speaking to one of our team members, who will direct you to our complaints lead, or you can write to us by letter or email.
If you wish to make a complaint over the phone or in person, we will listen to your complaint and offer to refer you to our complaints lead. If they are unavailable, the staff member will take your details and a brief explanation of the complaint to pass on. Your complaint will be acknowledged within 3 working days.
Any letters or emails regarding a complaint will be immediately passed to our complaints lead. Your complaint will be acknowledged within 3 working days.
We will contact you to discuss your complaint unless it can be resolved easily. Any complaints involving clinical care will be reviewed by the Principal Dentist.
We will then investigate your complaint and will aim to have a response for you within 10 working days. If it is not possible to resolve this within that timeframe, we will inform you and let you know when it is likely to be resolved.
Once we have made a decision regarding your complaint we will inform you by your preferred contact method.
It is possible that if a complaint regards clinical care or is complex, we may need to seek advice from our insurers, indemnifiers or legal advisors and, therefore, may need to share some of your information for this purpose.
Please note that we strictly adhere to the rules of clinical confidentiality. If you are complaining on behalf of someone else, we must know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (because of physical and/or mental illness) of providing this.
Complaints should be made within 12 months of the incident or when the complainant first discovered the problem.
We hope that if you have a concern, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. This does not affect your right to approach the ICB if you feel you cannot raise your complaint with us. However, this does not affect your right to complain to an external body, if you feel you cannot raise your complaint with us, or you are dissatisfied with the result of our investigation.
To find out more or to book an appointment, give us a call, send an email or fill in the enquiry form above.
