Our first priority is You.
In this practice we take complaints very seriously and we try to ensure that all patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We respond to patients concerns in a caring and sensitive way.Practice procedure
- If a patient makes a complaint in person or by telephone, the member of staff receiving the complaint makes an initial record of their concerns. The complaint is then passed on to Joy Thomas. If Joy Thomas is available, the patient is asked whether they would like to see her immediately. Otherwise the patient is advised when Joy Thomas will make contact with the patient to arrange a meeting in person or by telephone.
- If the patient complains in writing or by e-mail, the complaint will be passed immediately to Joy Thomas.
- Complaints about clinical care will be referred to the dentist concerned, unless the patient requests otherwise.
- All complaints are acknowledged in writing as soon as possible within ten working days. A copy of this code of practice will be sent with the acknowledgement. If the patient has not yet discussed the matter with the Joy Thomas, they will be offered the opportunity to do so and also be asked how they would like to be kept informed of developments - by letter, e-mail, telephone or face-to-face meetings. The patient will also be advised of the process we will follow in resolving the complaint and the anticipated timescale.
- We will investigate the complaint speedily and efficiently and, as far a reasonably practicable. We will keep the patient informed of our progress. Investigations will normally be completed within 20 working days
- On completion of our investigation, we will provide the patient with a full written report.
- Proper and comprehensive records will be kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
- If a patient is not satisfied with the result, then the complaint may be referred to:
- The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER, 08456 120 540
- The General Dental Council, 37 Wimpole Street, London, W1M 8DQ