At our practice, we take all complaints very seriously and do our utmost to ensure that every patient is satisfied with the care and service they receive.
When concerns are raised, we aim to handle them politely, fairly, and as quickly as possible so matters are resolved without delay. This procedure is guided by the following principles.
Our approach is to treat each complaint in the way we would wish our own to be managed. We aim to learn from any errors, take feedback on board, and respond with empathy and understanding.
The person responsible for overseeing complaints is Dr Zia Rehman, Principal Dentist.
If a patient raises an issue by phone or in person, we will listen carefully and, wherever possible, refer them to the Principal Dentist.
If the Principal Dentist is unavailable, the patient will be told when they can expect to hear back, and an appointment will be arranged as needed. A team member will take a note of the key details and pass them on to the Principal Dentist.
If this cannot be arranged promptly, or if the patient prefers not to wait, another member of the team will deal with the matter.
Complaints received in writing or by email will also be directed immediately to Dr Zia Rehman.
If the matter concerns clinical treatment or fees, it will normally be referred to the dentist involved, unless the patient requests otherwise.
We will:
We keep thorough records of all complaints received and use them to help us review and improve our services.
If patients remain dissatisfied after our response, they may refer the complaint to the following bodies:
The Parliamentary and Health Service Ombudsman Millbank Tower, Millbank, London, SW1P 4QP Tel: 03450 154 033 | www.ombudsman.org.uk
The Dental Complaints Service The Lansdowne Building, 2 Lansdowne Road, Croydon, CR9 2ER Tel: 08456 120 540 | www.dentalcomplaints.org.uk
The General Dental Council (regulator for complaints about professional conduct) 37 Wimpole Street, London, W1N 8DQ. Tel: 08452 224 141