Obviously we hope nobody ever has to complain, but if you should ever be in the unfortunate situation where you do feel the need to, here is a copy of our complaints procedure.

 

COMPLAINTS PROCEDURE

If you have a complaint or concern about the service you have received from your dentist or any member of our staff, please let us know.  

HOW TO COMPLAIN

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 make a complaint, we would like you to let us know as soon as possible - ideally within a matter of days or at most a few weeks. This will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

Within six months of the incident that caused the problem; or within six months of discovering that you have a problem, provided this is within twelve months of the incident. 

Complaints should be addressed to Mike Fuller, our Practice Manager at the practice address or telephone (01482) 642736.  Alternatively, you may ask for an appointment with Mike Fuller or the dentist in order to discuss your concerns. He/She will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. 


WHAT WE WILL DO

We shall acknowledge your complaint or concern within two working days of receipt.  We will investigate your complaint as soon as practically possible. We shall then offer you an explanation and/or a meeting to discuss the complaint.

In investigating your complaint we shall aim to:

Establish the facts.

Make it possible for you to discuss the problem with those concerned, if you would like this.

Make sure you receive an apology, where this is appropriate.

Identify what we can do to make sure the problem doesn't happen again.


COMPLAINING ON BEHALF OF SOMEONE ELSE

If you are complaining on behalf of a patient, we would adhere to the rules of confidentiality.

We would therefore need the patient's permission for you to act on their behalf. 


 

If you are not satisfied with the outcome at the end of this process, we/you may involve The Dental Complaints Service who act as independent arbiters between dentist and patient.

 

Their address is:

 

The Dental Complaints Service

The Landsdowne Building

2, Landsdowne Rd

Croydon

CR9 2ER

 

Tel: 08456 120 540

 

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 © Hesslewood Lodge Dental Practice. 12/01/2016