In this practice we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service.

If patients complain, the complaint will be 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 the way in which we would want our complaint about a service to be handled. If a mistake is made we will learn from that mistake and we will respond to customers’ concerns in a caring and sensitive way.
• The person responsible for dealing with any complaint about the service which we provide is Lindsey Welch, our Complaints Manager.
• If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to him 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.
• If the patient complains in writing, the letter will be passed on immediately to the Complaints Manager.
• If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
• We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days.
• We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
• We will confirm the decision about the complaint in writing immediately after completing our investigation.
• Proper and comprehensive records are kept of any complaint received.
• If patients are not satisfied with the result of our procedure then a complaint may be made to:

Denplan’s Complaint Handling and Risk Management Department. Telephone: 0800 169 7220

Dental Complaints Service. Telephone: 08456 120540 www.dentalcomplaints.org