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Our Complaints Procedure

In our practices we operate an open and honest complaints procedure which is in line with The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009. Our practice is committed to ensuring and safeguarding patient rights. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.
  1. It is our goal to resolve any concerns locally and the Practice Manager is responsible for dealing with and investigating all patient complaints.
  2. Where a complaint relates to clinical dental treatment the Practice Manager will always seek the treating dentist’s comments in order to provide a full response.
  3. We will acknowledge the patient’s complaint either verbally or in writing and will enclose a copy of this complaint leaflet within three working days. With our patient’s agreement we will seek to investigate the complaint and provide a response within twenty working days of the complaint being received. If this is not possible, we will inform the complainant, in a timely manner, of any unavoidable delays.
  4. If complaining on behalf of someone else, please note we will require their written consent to share their confidential information.
  5. If preferred, a patient may want to copy in their local NHS Area Team who will be happy to monitor how we handle the complaint, or they may want to contact them directly and they will forward the complaint onto the practice.
  6. If you would like assistance in making a complaint, patients may wish to contact ICAS (Independent Complaints Advocacy Service) Helpline 08453373054 or the Dental Complaints Service (Private Patients only) Helpline 08456 120 540. There may be other advocacy services in the area and details of these can be obtained from the Practice Manager.
  7. If patients are not satisfied at the end of local resolution then they may approach the Parliamentary and Health Service Ombudsman at Millbank Tower, Millbank, London, SW1P 4QP Tel: 0345 0154033 to request an independent review.
  8. Patients can also report their concerns to the Care Quality Commission (CQC) 03000 616161. The CQC make sure hospitals, care homes, dental and GP surgeries, and all other care services in England provide people with safe, effective, compassionate and high-quality care, and they encourage them to make improvements.