Complaints Policy and Procedure
PATIENT COMPLAINTS POLICY
We take any concerns a patient may have very seriously and aim to resolve any complaints, efficiently and politely by following our Patient Complaints Procedure. If you are not entirely 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 and confidentially. Please see our Privacy Notice. 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.
Our staff are trained in complaint handling and are involved in the regular review of complaints so that services, policies and procedures can be continually improved.
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 GDC Private Dental Complaints Service.
For more information, please see our Complaints Procedure below or contact the practice.
Tel: 020 7836 9161
PATIENT COMPLAINTS PROCEDURE
We always aim to meet our patients’ needs and exceed their expectations. We take any concerns a patient may have very seriously and aim to resolve any complaints, confidentially, efficiently and politely. Patient feedback helps us learn and improve our service. If you are not entirely 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.
We aim to resolve verbal complaints as soon as possible preferably in an informal manner. The Complaints Manager will be your personal contact to assist you with your complaint. If the verbal complaint is not resolved to your satisfaction you may complain in writing.
If you make a written complaint the Complaints Manager will acknowledge it in writing within three working days and will aim to provide a full response in writing as soon as practical.
If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when the Complaints Manager is available. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint.
If the complaint investigation takes longer than anticipated the Complaints Manager will keep you informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed.
When the investigation has been completed, you will be informed of its outcome in writing and/or invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that are appropriate to the concerns highlighted and resolve the complaint.
If you are dissatisfied with the outcome you may appeal against this decision to the Practice Principal (Dr Reena Ali) who will review your complaint and will respond within two weeks from the receipt of your appeal.
We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints.
If you are dissatisfied with the response to your appeal you can take it further by contracting: GDC private dental complaints service within 12 months of the treatment by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk
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 firstname.lastname@example.org or by calling 020 7167 6000.
“… The CGDP is one of the few examples I can think of where customer service goes far beyond what patients might expect: I wish other services were as good…” – Patient