In this practice we take complaints seriously and we aim 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 based on these objectives:
In responding to a complaint we aim to treat you in the way we would like to be treated in your position.
We aim to respond to a complaint effectively and ensure that we take the opportunity to learn and improve our service.
The person responsible for dealing with any complaints about the service we provide is Dr Helena Zabihi.
If a patient makes a verbal complaint we will listen to and offer to refer him or her to Dr Helena Zabihi without delay. If the complaints manager is not available at the time, the patient will then be advised 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 the complaint is about any aspect of clinical care it will normally be referred to the dentist.
We will acknowledge the patients complaint in writing and enclose a copy of this complaint policy as soon as possible, normally within five working days.
We will seek to investigate the complaint and respond withing 25 working days of receipt. If we are unable to investigate the complaint within this time 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 as soon as possible after completing our investigation.
Proper and comprehensive records are kept of any complaint received.
If a patient is not satisfied with the result of our procedure then a complaint may then be made to:
The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP (0345 015 4033 or www.ombudsman.org.uk).
Private Dental Services – if your complaint if about private treatment please contact the Dental Complaints Service on 08456 120 540 or visit www.dentalcomplaints.org.uk