Complaints Procedure

Code of Practice for Patient Complaints

In this Practice we take complaints very seriously indeed and try to ensure that all patients are pleased with their experience of our service. When patients complain they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in a 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 patients’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service we provide is: Aleksandra Drzazga, Practice Manager/Complaints Administrator.
  2. If a patient complains on the telephone or at the reception desk, we will listen to his/ her complaint and offer to refer him/her to Aleksandra Drzazga immediately. If Aleksandra Drzazga is not available at the time, then the patient will be told when he/she will be able to talk to the Dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. 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 the letter will be passed on immediately to Aleksandra Drzazga.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the Dentist, unless the patient does not want this to happen.
  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within two working days. We will seek to investigate the complaint within ten working days of the complaint being received to given an explanation of the circumstances which led to the complaint.
  6. We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.
  7. Proper and comprehensive reports are kept of any complaint received.
  8. If patients are not satisfied with the result of our procedure then a complaint may be made to:

NHS England
PO Box 16738
Redditch B97 9PT
0300 311 22 33

Dental Complaints Service
Stephenson House
2 Cherry Orchard Road
Croydon CR0 6BA
0208 253 0800

Customer Advice and Information Team
General Dental Council
37 Wimpole Street
London W1G 8DQ
0207 167 6000

The Parliamentary & Health Service Ombudsman
Millbank Tower
London, SW1P 4QP
Tel: 0345 015 4033

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