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 must be dealt with courteously and promptly so 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.
Please review our complaints policy below, and also find out how to complain.
- The person responsible for dealing with any complaint about the service we provide are Neil Martin and Zareen Ashraff.
- If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint and invite them to complete a practice complaints form. We will also offer to refer him or her to Neil Martin or Zareen Ashraff immediately.
- If Neil Martin or Zareen Ashraff are not available at the time, then the patient will be advised when they 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 wait to discuss the matter, arrangements will be made for someone else to deal with it.
- If the patient complains in writing the letter will be passed on immediately to Neil Martin or Zareen Ashraff.
- If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned unless the patient does not want this to happen.
- We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within two working days.
- We will seek to investigate the complaint within ten working days of the complaint being received 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.
- If the patient does not wish to meet us in person, then we will attempt to talk to them on the telephone.
- The dentist concerned will discuss the matter with Neil Martin or Zareen Ashraff and will agree a response to the patient. If necessary the respective indemnity body will be notified for advice prior to responding fully.
- We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.
- Proper and comprehensive reports are kept of any complaint received.
If patients are not satisfied with the result of our procedure then a complaint may be made to:
| Denplan Complaints Handling Service | 0800 1697220 | for complaints about care delivered through Denplan |
| The Dental Complaints Service | 08456 120540 | for complaints about private treatment |
| The General Dental Council | 37 Wimpole Street, London, W1M 8DQ | the dentists’ registration body |
| NHS North Yorkshire and York | The Hamlet, Hornbeam Park, Harrogate, HG2 8RE | for complaints about NHS treatment |
Last Updated: 3rd March 2022
