Complaints Procedure

In this practice we take complaints very seriously indeed and try to ensure that all patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly sort that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to patients’ concerns in a caring and sensitive way.

1. The person responsible for dealing with any complaint about the service which we provide is Juliet Hadfield.

2. If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint and offer to refer him or her to Juliet Hadfield immediately. If she is not available at the time, then the patient will be told when she/he will be able to talk to the dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to discuss the matter, arrangements will be made for someone else to deal with it.

3. If the patient complains in writing the letter will be passed on immediately to Juliet Hadfield.

If you are not entirely satisfied with how we dealt with the issue or the outcome, you have the right to contact involve a third party:

http://www.patient.co.uk/support/Dental-Complaints-Service.htm

http://www.gdc-uk.org/sites/dcs/Pages/default.aspx

http://www.gdc-uk.org/membersofpublic/raisingaconcern/Pages/default.aspx