Dentists please refer to our referring dentists section   Dentist Referrals
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Our Complaints Procedure

If a patient complains on the telephone or at the Reception Desk, we will listen to their complaint and offer to refer him/her to Caroline Cook, Operations Manager, immediately.

  1. If Caroline Cook, Operations Manager is not available at the time, then the patient will be informed when they 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 48 hours or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it within the time period.
  2. If the patient complains in writing, the letter will be passed on immediately to Caroline Cook, Operations Manager.
  3. Complaints about clinical care or associated charges will be referred to the Clinician concerned, unless the patient does not want this to happen.
  4. A written acknowledgement to a complaint with a copy of our Code of Practice will be sent 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.
  5. We will confirm the decision about the complaint in writing or telephone immediately after completing our investigation if appropriate.
  6. Proper and comprehensive records are kept of any complaint received.
  7. If a patient is not satisfied with the result of our procedure then a complaint may be made to:

For complaints about private treatment:
The Dental Service Complaints Service (08456 120 540)

The General Dental Council, (The Dentist Registration Body)
37 Wimpole Street, London, W1M 8DQ

The Care Quality Commission at
Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA

Last updated 27th July 2017

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