Complaints Procedure

Code of Practice for Patient Complaints

 

At The Dental Spa London, we take complaints very seriously and aim to ensure that all our patients are satisfied with their experience. We handle complaints courteously and promptly to resolve issues as quickly as possible. Our procedure is based on these principles.

 

Objective:

 

We aim to respond to complaints in a manner we would expect if we were the complainant. We learn from every mistake and address concerns with care and sensitivity.

 

Complaint Handling:

 

  • Responsible Person: The Practice Manager, [Name of Manager], is responsible for handling all complaints about our service.
  • Telephone or In-Person Complaints: If a patient complains via phone or in person, we will listen and refer them to the Practice Manager immediately. If unavailable, we will inform the patient when the Practice Manager will be available and make arrangements accordingly. Brief details of the complaint will be taken and passed on.
  • Written or Email Complaints: These will be passed on immediately to the Practice Manager, [Name of Manager]
  • Clinical Care or Charges Complaints: These will be referred to the relevant dentist unless the patient requests otherwise.

 

Procedure:

 

  1. Acknowledgment: We will acknowledge the complaint in writing within three working days and include a copy of this code of practice.
  2. Investigation: We aim to investigate within ten working days and provide an explanation of the circumstances leading to the complaint. If the patient prefers not to meet, we will attempt to resolve the issue over the phone.
  3. Delays: If we are unable to investigate within ten working days, we will notify the patient with reasons for the delay and a likely completion period.
  4. Decision: We will confirm the decision about the complaint in writing immediately after completing our investigation.
  5. Records: Proper and comprehensive records of any complaint received and actions taken to improve services will be maintained.

 

Escalation:

 

If patients are not satisfied with the outcome, complaints can be made to:

 

  • The Parliamentary and Health Service Ombudsman: Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033, www.ombudsman.org.uk
  • The Dental Complaints Service: The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540, www.dentalcomplaints.org.uk
  • The General Dental Council: 37 Wimpole Street, London, W1G 8DQ. Telephone: 0845 222 4141, www.gdc-uk.org

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