Complaints Policy
In this practice we take complaints very seriously and try to ensure that all our 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 the 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 customers’ concerns in a caring and sensitive way.
1. The person responsible for dealing with any complaint about the service that we provide is Dr Ramin Hassani, our Complaints Manager.
2. 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 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 the Complaints Manager.
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 three working days.
6. We will seek to investigate the complaint within 10 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 10 working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
8. Proper and comprehensive records are kept of any complaint received.
9. 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 (email:
England.contactus@nhs.net) or the Parliamentary and Health Service Ombudsman,
Millbank Tower, Millbank London SW1P 4QP (tel: 0345 015 4033 or www.ombudsman.org.uk for complaints about NHS treatment)
Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA (Telephone: 08456 120 540) for complaints about private treatment
The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone: 0845 222 4141), the dentists’ regulatory body for complaints about professional misconduct
NHS treatment
We also offer NHS dental treatment. For more information about NHS charges, please see the NHS charges page.
Please note
* We understand that in one document we are not able to include every treatment and procedure that we offer. Please contact the practice if you need to know the price of a procedure that you can not find in this list.
* No additional charge will be made by your dentist when a restoration (filling, root filling, onlay, porcelain veneer or crown) has to be repaired or replaced within 12 months. If the restoration fails within 12 months, your dentist will carry out any work needed to repair or replace the restoration free of charge.
Please note that this will not apply if, within the 12-month period another dentist has carried out any treatment on the same tooth that has been restored, or the patient was advised at the time of the restoration that it was temporary or a different restoration was more appropriate, but the patient insisted on a different form of restoration, or the repair or restoration is a result of trauma
As a practice that always strives to give our patients the best possible treatment we understand that your feedback is critical. We have policies in place and are dedicated to continuing our commitment to you, the patient, and ensuring that your ideas and comments are listened to and acted upon.
