We aim to deliver excellent service. If you have suggestions on how we can improve our service we want to hear from you
Our Complaints Procedure
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.
Jackie Thwaites is our Complaints Manager. If your verbal complaint is not resolved to your satisfaction, or if you complain in writing, Jackie will acknowledge it in writing within 3 working days and will aim to provide a full written response as soon as practical. If Jackie is unavailable, we will take brief details about the complaint and will arrange for a meeting when she is next available.
OUR COMPLAINTS POLICY
It is the aim of this practice to ‘Have a Clear and Effective Complaints Procedure’ by meeting the GDC ‘Standards for the Dental Team’, to meet the NHS complaints requirements and deliver good practice in complaint handling.
The team is trained to resolve all complaints promptly, efficiently and politely by following our Patient Complaints Procedure (G 110C) and Complaint Management procedures (G 110).
The team responds to complaints in the time limits set by the Complaints Procedure and always provides constructive responses to complaints.
The Practice never discriminates against a patient who has made a complaint. Team members do not react defensively to a complaint but listen carefully to a patient who makes one and involves them fully in the process of managing it. The team member will make best endeavours to meet any outcomes the patient expects.
If a patient is not satisfied despite our best efforts to resolve the complaint they will be informed about other avenues that are open to them such as the GDC Dental Complaints Service and the NHS Ombudsman.
The team are regularly trained in complaint handling and are involved in the regular review of complaints, complaints procedures and management through iCOMPLY so that services, policies and procedures can be continually improved.
If you would like a printed copy of our Practice Complaints Policy and/or Procedure, please do get in touch.
We work hard to deliver excellent care, and would always like the opportunity to address any concerns with you personally, so please do get in touch with us first if you’d like to discuss any aspect of your care or treatment. If you do not feel you can raise a complaint directly with us, then you may use one of the following escalation channels.