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In order to improve our services, it is essential that we gather and respond to feedback or patient experience. Through telling us what is important to you we can look at ways to put in place the changes that are important to you.









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Complaints Policy

In this practice, we take complaints very seriously indeed and try to ensure that all our 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. 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 wish to learn from any mistake in order to improve our future service, and we respond to customers’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service which we provide is the Complaints Manager.
  2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. If she/he is not available at the time, then the patient will be told when they will be able to talk to the manger 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.
  3. If the patient complains in writing the letter will be passed on immediately to the Complaints Manager.
  4. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint.
  5. 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.
  6. We will confirm the decision about the complaint in writing immediately after completing our investigation
  7. Proper and comprehensive records are kept of any complaint received.
  8. If patients are not satisfied with the result of our procedure then a complaint may be made to:

NHS England, PO Box 16738, Redditch, B97 9PT (0300 311 22 33) for· complaints about NHS treatment 

The Dental Complaints Service (08456 120 540) for complaints about· private treatment 

The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the· dentists’ registration body) 

Care Quality Commission, Citygate, Gallowage, Newcastle upon Tyne· NE1 4PA 03000 616161) the national standards regulator.