Patient Complaints Procedure

It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, we investigate them in a full and fair way and take great care to protect your confidentiality.

If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly. We will never discriminate against patients who have made a complaint. Please address all complaints to Nilma Shah or Nicky Game. If we cannot resolve your complaint immediately it will be acknowledged in writing within 3 working days and we aim to provide a full response within 10 working days.

If Nilma Shah/ Nicky Game is unavailable, we will take brief details about the complaint and let you know when you can talk to a suitable team member as soon as possible. We will keep comprehensive and confidential records of your complaint, which will be stored securely. Only those persons who need to know about your complaint are informed about it and can access it.

Should the complaint need to be investigated, this may involve the person who treated you, members of the team or others. In some cases the investigation may take longer than 10 working days, in which case you will be informed about the reason for the delay, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing and invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the compliant.

You can complain in writing, by email or by speaking to someone. Your complaint must be made within 12 months of receiving treatment.

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take it further, please see the contacts below.

Contacts

Complaining about NHS dental treatment

You can contact your local integrated care board (ICB) on www.hertsandwestessex.ics.nhs.uk or Telephone number - 01992 566122 which is responsible for NHS dental services.

If you're not happy with the way your complaint was handled – either by the dental practice or the ICB – you may wish to contact the Parliamentary and Health Service Ombudsman (PHSO). The PHSO makes final decisions on unresolved complaints about the NHS in England. You can call on 0345 015 4033 or use the PHSO's online complaint form to raise your complaint (this only applies to NHS services in England).

You can find further information and support for making a complaint from:

 

Complaining about private dental treatment

You can contact the Dental Complaints Service (DCS). The DCS offers a mediation service between private dental patients and dental professionals. You can contact them on 020 8253 0800 (Monday to Friday, 9am to 5pm) or visit their website for more information.

If you have a serious concern about your dental professional's fitness to practise, you may want to raise your concerns with the General Dental Council (GDC). The GDC sets standards of conduct and regulates all dental professionals in the UK. They may be able to investigate your concerns.

 

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