We hope that most problems can be sorted out easily and quickly, often at the time they arise, and with the person concerned. If your problem cannot be sorted out in this way and you wish to let us know, please do so as soon as possible to enable us to establish what has happened more easily.
As an organisation, we take all complaints very seriously. We learn from every mistake that we make and respond to customers’ concerns in a caring and sensitive way.
We feel that complaints are best dealt with on a less formal basis by discussing your concerns with our Centre Manager. We will explain the complaints procedure to you, and will ensure your concerns are dealt with promptly. If you are not fully satisfied with the outcome after dealing with the Centre Manager, they will assist you in progressing your complaint to the more formal process outlined below.
Complaints should be addressed to the Centre Manager. We will acknowledge a patient’s complaint in writing and enclose a copy of the complaint’s procedure as soon as possible, normally within 3 working days. We will seek to investigate the complaint within 15 working days of receipt to give an explanation of the circumstances which led to the complaint. If we are unable to investigate the complaint within 15 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. In investigating the complaint, we shall aim to:
Find out what happened and what went wrong.
Make it possible for you to discuss the problems with those concerned if you wish to do so.
Give you an estimated timescale for the investigation to be completed.
Make sure that you receive notification of the outcome of our investigation of your complaint where appropriate within 6 months, however also keeping you informed throughout.
Identify what we can do to ensure that it does not happen again, as all complaints are monitored closely as part of our commitment to improve the practice standards.
If you require assistance in making your complaint you can contact the Independent Complaints Advocacy Service (Advonet) on 0113 244 0606 or visit www.advonet.org.uk If patients are not happy with our response or our procedure, they can refer their complaint to:
The Dental Complaints Service Dental Complaints Service, 37 Wimpole Street, London, W1G 8DQ
Tel: 08456 120540
The Parliamentary and Health Service Ombudsman Millbank Tower, Millbank London SW1P 4QP
Tel: 0345 015 4033
Or online at: www.ombudsman.org.uk/making-complaintwalks through our door.