Our patients are our priority and we take complaints very seriously and try to ensure all our patients are happy with the services we provide. We also like your compliments and positive feedback.
Complaints/Compliments Policy and Procedure
If you have a complaint/compliment or concern about the service you have received from the dentist or any of the staff working in this practice, please let us know. We are committed to providing a quality service to build the trust and respect of our patients. One of the ways in which we can continue to improve our service is by listening and responding to the views of our patients and putting mistakes right.
How to Complain
We hope that most issues can be sorted out easily and quickly at the time they arise with the person concerned. If the issue cannot be sorted 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 matter of days or at most a few weeks so we can establish what happened quickly and easily. If it is not possible to do that please let us have details of your complaint:
· Within 6 months of the incident that caused the problem or
· Within 6 months of discovering that you have a problem providing this is within 12 months of the incident
Your complaint should be made to the dentist who normally sees you. Alternatively, you may ask for an appointment with Dr Bernard Mayston or other member of staff to discuss your concerns. We will explain the complaint procedure to you and will ensure that your concerns are dealt with promptly. Please provide as much detail as possible to help us carry out a thorough investigation.
Our responsibility will be to:
· Acknowledge the formal complaint verbally or in writing
· Respond within a stated period of time (usually within 10 days)
· Deal reasonably and sensitively with the complaint
· Investigate to find out what happened and what went wrong
· Identify what we can do to make sure the issue doesn’t happen again
· Ensure you receive an apology where this is appropriate
Complainant’s responsibility is to:
· Bring their complaint, in writing, to our attention as soon as possible
· Raise concerns promptly and directly with a member of staff
· Explain the problem as clearly and as fully as possible, including any action taken by us to date
· Allow a reasonable time to deal with the matter
· Recognise that some circumstances may be beyond our control
Complaining on behalf of someone else
Please note that we follow strict rules of confidentiality. If you are complaining on behalf of someone else, we need to know that you have permission to do so. A note signed by the patient will be required unless they are incapable of providing this because of physical or mental illness or a child under 16 years.
Complaining to the Dental Complaints Service
We hope to resolve your complaint to your satisfaction. If you are not satisfied with our response or feel you cannot raise your complaint with us you can contact the Dental Complaints Service, see details below:
Write to:
Dental Complaints Service
37 Wimpole Street
LONDON
W1G 8DQ
Telephone:
020 8253 0800
(Mon-Fri 9am – 5pm)
Email:
info@dentalcomplaints.org.uk
Online:
Contact through an online enquiry form
https://dcs.gdc-uk.org/
Denplan
For Denplan patients registered with this practice. You can contact Denplan for advice on the following number:
Telephone:
0800 401402
(Mon – Fri 8.30am to 5pm)
