We take complaints very seriously indeed 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 the matter is resolved as quickly as possible. This procedure is based on these objectives.
The person responsible for dealing with any complaint about the service, which we provide, is Avni Saman.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 Avni Saman. If Avni Saman is not available at the time they will be able to talk to their 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 with 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 Avni Saman.
If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the Dentistt, unless the patient does not want this to happen. We will acknowledge the patients 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 promptly after completing our review and investigation. Alternatively we will be happy to meet the patient to discuss the results. 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:
The Dental Complaints Service (08456 120 540) for complaints
About private treatment
The General Dental Council,
37 Wimpole Street
London, W1M 8DQ (the dentists’ registration body)
For complaints about NHS treatment;
Primary Care Services
Ashludie Hospital, Victoria Road
Monifieth, DD% 4HQ
The Healthcare Commission,
Finsbury Tower, 103-105 Bunhill Row, London EC1Y 8TG