Providing professional Dental Health Care for Essex and the surrounding areas “giving you something to smile about”

CODE OF PRACTICE FOR PATIENT COMPLAINTS

 

In this practice we take complaints very seriously. Our aim is to provide the highest standard of dental care in a gentle, efficient and professional manner and we try to ensure that all patients are pleased with their experience of our service. We value your comments and suggestions. We use them to improve our services.

Any complaint will be dealt with seriously and promptly. We make sure lessons are learnt from any mistake we may make and actions will be taken to put things right and to ensure that it doesn’t happen again.

Our procedure is based on these objectives:

1. The person responsible for dealing with any complaint about the service we provide is Alex Manuelsson.

2. If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint, take brief details of the complaint and pass them on to Alex who will meet or telephone the patient to discuss the matter as soon as possible so that the matter is dealt with as quickly as possible. If Alex is not available and the matter is urgent, an arrangement will be made so that a dentist on duty can deal with the matter promptly.

3. If the patient complains in writing the letter will be passed on to Alex.

4. If a complaint is about any aspect of a clinical care or the associated charges it will normally be referred to the relevant dentist, who will deal with the complaint in accordance with the regulations set by General Dental Council.

5. We will acknowledge the receipt of any written complaint in writing normally within two working days. We will seek to investigate the complaint within ten working days to give an explanation of the circumstances which led to the complaint. 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.

6. We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.

7. Proper and comprehensive records are kept of any complaint received.

8. If the patient is not satisfied with the result of our procedure then a complaint may be made to:

NHS Local Team
Tel:  0300 311 2233
The General Dental Council (the dentists’ registration body)
37 Wimpole street
London W1M 8DQ