Complaints Procedures

Verbal complaints

If a patient complains on the telephone, at the reception desk or anywhere else in the practice, we will listen sympathetically to their complaint and make notes about his/her issues or problems, provided that the patient consents to us doing this.

Having first listened to the patient’s complaint, we will offer to refer him/her to the practice manager immediately. If the practice manager is not available at the time, the patient will be advised of when they will be able to speak to them and arrangements will be made for this to happen. If the patient has consented to their concerns or issues being written down, the team member will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable time period or if the patient does not wish to wait to discuss the matter, arrangements will be made for [enter name of another person who would do this] to deal with it.

Our aim in handling verbal complaints is always to try to resolve the issue to the patient’s satisfaction so that it does not escalate and become a written complaint.

Written complaints

• If the patient complains in writing the letter will be passed on immediately to the practice manager
• Complaints about clinical care or associated charges will be referred to the clinician concerned, unless the patient does not want this to happen.
• If a claim has begun, or if a complaint to one of the regulatory bodies has been made or intimated, advice and assistance should be sought from the relevant registrant’s indemnity provider.
• A written response to a complaint with an accompanying copy of our Complaints Policy and Procedures will be sent as soon as possible, normally within three working days.
• We will investigate the complaint to enable us to give an explanation of the circumstances that led to the complaint within ten working days of receipt. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days, we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
• We will confirm the decision about the complaint in writing immediately after completing our investigation.
• We make and keep proper and comprehensive records of any complaint received.

If patients are not satisfied with the result of our procedure, then a complaint may be made to:

The Dental Complaints Service (for complaints about private treatment)
Address: 37 Wimpole Street, London W1G 8DQ
Phone: 0208 253 0800
Email: info@dentalcomplaints.org.uk

The General Dental Council
Address: 37 Wimpole Street, London, W1G 8DQ
Phone: 0207 167 6000
Email: standards@gdc-uk.org

NHS England for complaints about NHS treatment
Address: NHS England, PO Box 6738, Redditch, B97 9PT
Phone: 0300 311 2233
Email: england.contactus@nhs.net with: ‘For the attention of the complaints team’ in the subject line.

The Care Quality Commission
Address: Citygate, Gallowgate, Newcastle upon Tyne NE14PA
Phone: 03000 616161
Email: enquires@cqc.org.uk