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 encourage our patients to talk to us directly first – if you are comfortable with raising an issue verbally. We take complaints very seriously, we investigate them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint.
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.
The complaints manager Rachel Read or one of our dentist directly (Dr Terella Pillay, Dr Stephanie Jansen, Dr Pascal Larousse) will be your personal contact to assist you with any complaints. The complaint will be acknowledged in writing within 3 working days and will aim to provide a full response in writing within 10 working days.
We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible only by those who need to know about your complaint.
The complaint will be passed on to the relevant dentist in case of a complaint against him/her.
The complaint will be passed on to the practice partners in case of a complaint against a staff member.
If the complaint investigation takes longer than anticipated the relevant dentist will keep you informed of 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 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.
For private dental treatment you can contact the GDC private dental 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
The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org contact them on firstname.lastname@example.org or by calling 020 7167 6000.
The Care Quality Commission (CQC) who regulates private and NHS dental care services in England by calling 03000616161. They can take action against a service provider that is not meeting their standards.