Complaints Procedure

COMPLAINTS PROCEDURE

If you have a complaint or concern about the service you have received from the dentist or any of our staff, please let us know.  We operate a practice complaints procedure.  Our complaints system adheres to national criteria.

HOW TO COMPLAIN

We hope that most problems can be sorted out easily and quickly, at the time they arise and with the person concerned.  If your problem cannot be sorted in this way and you wish to make a complaint, we would like you to let us know as soon as possible – because this will enable us to establish what happened most easily.  If it is not possible to do that, please let us have the details of your complaint:

• Within six months of the incident that caused the problem or

• Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaints about treatment you received should be made to the dentist who normally sees you.  Alternatively, you may ask for an appointment with Nancy Stead, the practice manager, in order to discuss your concerns.  She will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly.  It will help if you are as clear as possible about your complaint.

WHAT WE SHALL DO
We shall acknowledge your complaint within 2 working days if it is written and within 24 hours if it is verbal.  We aim to have looked at your complaint within 10 working days from the date you raised it with us.  We shall then be in a position to give you an explanation, or offer a meeting with those involved.
In investigating your complaint, we shall aim to:

• Find out what happened and what went wrong
• Enable you to discuss the problem with those concerned, if you would like this
• Ensure you receive an apology, where this is appropriate
• Identify what we can do to make sure the problem does not happen again

Complaining on Behalf of Someone Else
Please note that we keep strictly to the rules of confidentiality.  If you are complaining on behalf of someone else, we have to know that you have the permission to do so.  A note signed by the person concerned will be needed, unless they are incapable of providing this because of physical or mental illness or are under 16 years of age.

Complaining to Dental Complaints Service
We hope that, if you have a problem, you will make use of our practice complaints procedure.  We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.   However this does not affect you right to complain to the Dental Complaints Service, if you feel dissatisfied with the result of our investigation.

If you wish further advice you should contact:

Dental complaints Service, Stephenson House, 2 Cherry Orchard Road, Croyden. CR0 6BA. Tel. 08456 120 540

email info@dentalcomplaints.org.uk

General Dental Council – GDC, 37 Wimpole Street, London W1G 8DQ. Tel. 020 7167 6000

Patients who have a complaint regarding NHS treatment should contact:

NHS Nottingham City Clinical Commissioning Group, 1, Standard Court, Park Row, Nottingham NG1 6GN. Tel. 0115 845 4545

For those patients registered with Denplan –  contact Denplan on 0800 169 7220.

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