Our Complaints Procedure

 

We take complaints at The Dental Care Centre very seriously and try to ensure that all our patients are pleased with their experience of our service. If a patient does feel the need to complain, they will be dealt with courteously and promptly so that the matter is resolved as effectively and quickly as possible. 

​

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 customers’ concerns in a caring and sensitive way.

​

1. The person responsible for dealing with any complaint about the service which we provide Nadine Barry, Practice Manager.

2. If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the Practice Manager immediately. If the Practice Manager is not available at the time, then the patient will be informed when they will be able to talk to the Practice Manager and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the Practice Manager. 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 or by email, it will be passed on immediately to the Practice Manager, Nadine Barry.

4. 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.

5. We will aim to acknowledge the patient’s complaint in writing and enclose a copy of our practice complaints leaflet within five working days.

6. 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. We will offer to meet with the patient to attempt to resolve the complaint in an effective and timely manner. If the patient cannot meet with us for any reason, then we will attempt to talk to them on the telephone to resolve their 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.

7. We will contact the patient to confirm the decision about the complaint immediately after completing our investigation. This will normally be in writing.

8. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of any complaint.

9. If a patient is not satisfied with the result of our practice complaints procedure then a complaint can then be made to:

 

• NHS Richmond & Hounslow PALS on 0800 953 0363

• The Care Quality Commission, Finsbury Tower, 103-105 Bunhill Row, London, EC1Y 8TG, telephone 03000 616161 - the general health regulator, with responsibility for maintaining standards in healthcare services.

• The General Dental Council, 37 Wimpole Street, London, W1M 8DQ, telephone 020 82530800 - the dentists' regulatory body, which deals with complaints about professional misconduct.