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. Ww learn from complaints to improve our care and service. We will never discriminate against patients who have made a compliant.
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.
Kim Payne is the Complaints Manager and will be your personal contact to assist you with any complaints. If your verbal complaint is not resolved to your statisfaction within 24 hours, or if you complain in writing, the Complaints Manager will acknowledge it in writing within 3 working days and will aim to provide a full responce in writing as soon as possible.
If Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when the person is next available, We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible those who need to know about your complaint.
If the complaint invesigation takes longer than anticipated the Complaints Manger will keep you informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed.
When the investigation has been completed, you will be informed of its outcome in writing and invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the compliant.
We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take it further, please see the contacts below.
For private dental treatment you can contact the GDC private dental complaints service within 12 months of treatments or within 12 months of becoming aware by calling 020 8253 0800 or visiting their website here >>>>>
You can contact the Care Quality Commission (CQC) who regulate private and NHS dental care in England by calling 03000 61 61 61 who may be able to help. The can take action aganst a service provider that is not meeting their standards. You can visit their website here >>>>>
The General Dental Council is responsible for regulating all dental professionals. You can complain by using their online form on their website, contact them by emailing this address or by calling 020 7167 6000.