In this practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service.
If you have a complaint, it will be handled courteously and promptly so that the matter is resolved as quickly as possible.
Our aim is to react to complaints in a way in which we would wish our own complaint about a service to be handled.
We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.
The person responsible for dealing with any complaint about the service which we provide is Amar Patel.
A member of staff can take brief details of any complaint and pass it on to him.
Any letter of complaint should be addressed to Amar Patel at the practice address.
We aim to acknowledge each complaint within 2 days either in person or by telephone if possible. We will aim to respond in writing with a decision about the complaint within 14 days of the first communication. If for some reason this is not possible, we will inform you.
Our response will include an explanation of events from the viewpoint of the practice, an apology where appropriate and details of what has been done to prevent a recurrence of the problem within the practice, if necessary.
Proper and comprehensive records 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 and Risk Management Department
Telephone: 0800 169 7220 – for complaints about treatment under Denplan
• The Dental Complaints Service,
The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER - for complaints about private treatment
Telephone: 08456 120 540
• The Parliamentary and Health Ombudsman (PHSO),
Telephone 0345 015 4033 for complaints about treatment under the NHS
• The General Dental Council,
37 Wimpole Street, London, W1M 8DQ - the dentists’ regulatory body for complaints about professional misconduct
Telephone: 0845 222 4141