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 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.
In the first instance please contact the practice manager, Laura Gillham, either in person, by phone, letter or email and she will try and sort out your complaint swiftly and efficiently.
If you make a verbal complaint and it is not resolved to your satisfaction within 24 hours or if you complain in writing we will acknowledge your complaint within 3 working days and we will aim to provide a full response in writing as soon as practical.
If the practice manager is not available we will take brief details about your complaint and will arrange for the practice manager to contact you as soon as possible.
We will keep comprehensive and confidential records of your complaint which will be stored securely and only be accessible by those who need to know about your complaint.
When the investigation has been completed, you will be informed of its outcome in writing outlining any practical solution that we can offer you. These solution could include replacing treatment, refunding fees paid, referring you for specialist treatment or other solutions that meet your needs and resolve the complaint.
We analyse patients complaints to learn from them and to improve our services.
If you are dissatisfied with our response to a complaint regarding private treatment you can take it further by contacting the GDC private complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue. You can telephone them on 020 8253 0800 or visit their website: www.dentalcomplaints.org.uk
If you are dissatisfied with our response to a complaint regarding NHS treatment you can contact NHS England. Their email address is email@example.com in the subject line put "for the attention of the complaints manager".