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Patient Complaints Procedure

We take complaints very seriously and ensure that if a patient complains they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.  We will never discriminate against a patient who has made a complaint.

If you are not 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.

How to Complain:

Please address your complaint to our Treatment Co-ordinator.

In person:Please ask for our Treatment Co-ordinator or in her absence our Operations Manager
By telephone:Call our main telephone number: 01223 245266
By email: complaints@dh-dental.co.uk
In writing:Please address the envelope to:
Treatment Co-ordinator
Devonshire House Dental Practice,
2 Queen Edith’s Way

If you raise your complaint on the telephone or at the reception desk, we will immediately refer you to our Treatment Co-ordinator or, if she is not available, our Operations Manager.  If neither of these people are immediately available to speak with you, we will take brief details of your complaint and arrange a telephone conversation with you at a convenient time. We will keep comprehensive and confidential records of your complaint, which will be stored securely.

If you complain in writing, your letter or email will be passed immediately to the Treatment Co-ordinator who will acknowledge your complaint in writing and enclose this code of practice as soon as possible, normally within three working days.  We will investigate the circumstances and contact you to discuss the matter as soon as practical.  If we are unable to investigate the complaint within ten working days, we will keep you informed – giving reasons for the delay, the progress of the investigation and a likely period within which the investigation will be completed.

When the investigation has been completed, you will be informed of the outcome in writing and invited to a meeting, if appropriate, to discuss the results and any practical solutions that can be offered.  The solutions could include replacing treatment, refunding fees paid, referral treatment elsewhere or other solutions that resolve your complaint. 

We regularly analyse patient complaints to learn from them and to improve our services.  That is why we always welcome feedback, comments, suggestions and complaints.

If you are not satisfied with the result of our procedure then you can take your complaint further with the contacts below:

The GDC Dental Complaints Service
The Lansdowne Building
2 Lansdowne Road

Website:        www.dentalcomplaints.org.uk

Telephone:   020 8253 0800

The General Dental Council is responsible for regulating all dental professionals.  You can complain using their online form at www.gdc-uk.org contact them on information@gdc-uk.org or by calling 020 7167 6000.

You can also contact the Care Quality Commission (CQC) who may be able to help or the General Dental Council (GDC).

The CQC regulates private and NHS dental care services in England. They can take action against a service provider who is not meeting their standards.