Complaints Policy and Procedure

We strive to ensure that all our patients are pleased with their experience of our services. Feedback is always welcome, and we take complaints seriously. Our goal is to address complaints courteously and efficiently, ensuring they are resolved as quickly as possible.

This policy outlines the procedure for handling complaints. The person responsible for managing complaints at our practice is Pratik Shah.

How to Complain

We hope most issues can be resolved easily and quickly, often at the time they arise and directly with the person concerned. However, if your issue cannot be resolved this way, and you wish to make a formal complaint, you can:

  1. Speak to a team member who will direct you to our complaints lead.
  2. Write to us via letter or email.

Complaints Made Verbally

  • If you choose to make a complaint over the phone or in person, we will listen and refer you to our complaints lead.
  • If the complaints lead is unavailable, a team member will take your details and a brief explanation of your complaint to pass on.
  • Your complaint will be acknowledged within three working days.

Complaints Made via Email or Letter

  • Letters or emails about complaints are immediately forwarded to the complaints lead.
  • You will receive an acknowledgment of your complaint within three working days.

Investigations

  • We will contact you to discuss your complaint unless it can be resolved easily.

  • Complaints involving clinical care will be referred to the treating dentist unless you request otherwise.

  • We will investigate and aim to respond to you within ten working days.

    • If a resolution takes longer, we will inform you and provide a new timeframe.

  • Once we have reached a decision, we will notify you using your preferred contact method.

Important Note: For complaints involving clinical care or complex matters, we may need to seek advice from insurers, indemnifiers, or legal advisors. This may require sharing some of your information for this purpose.

Complaining on Behalf of Someone Else

To adhere to clinical confidentiality, if you are complaining on behalf of someone else, we require written permission from the individual. A signed note from the person concerned is necessary unless they are unable to provide it due to physical or mental incapacity.

Time Limits for Complaints

Complaints should be made within 12 months of the incident or within 12 months of discovering the problem.

Complaints to External Bodies

We encourage using our internal complaints procedure, as this allows us to correct any issues and improve our services. However, if you prefer to raise your complaint externally or are dissatisfied with the outcome, you can contact the following organizations:

Care Quality Commission (CQC)

  • The CQC does not handle complaints directly but welcomes feedback about service providers.
  • Website: Give Feedback to the CQC
  • Phone: 03000 616161 (Mon-Fri, 8:30 am – 5:30 pm, excluding Bank Holidays)

The Parliamentary and Health Service Ombudsman

For Private Patients: The Dental Complaints Service

General Dental Council (GDC)

Approved By: Pratik Shah, Valaska Phillips
Date Published: 26/11/2024

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