Complaints Procedure – Information for Patients
Deans Dental Care
Deans Dental Care
Here at Deans Dental Care It is our aim to always have happy and satisfied patients, in order to achieve this and meet your expectations with the care and services we offer and to resolve any complaints as quickly, efficiently, effectively as we can, we have a complaints procedure in place.
We take complaints very seriously, we investigate them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint.
If you are not entirely satisfied with any aspect of our care or services, please let us know as soon as possible to allow us to look in to your concerns promptly. You can do this by contacting us either by email email@example.com, by writing to us at Deans Dental Care, 4 New Barn Road, Rottingdean, or by calling us on 01273 760140 where you can ask to speak to the Dentist or Practice Manager or arrange to come in and speak with them.
The Practice Manager will be the Complaints Manager and will be your personal contact to assist you with any complaints. If your verbal complaint is not resolved to your satisfaction within 24-48 hours or if you complain in writing, the Complaints Manager will acknowledge it in writing within 3 working days and will aim to provide a full response in writing as soon as practical.
If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when the person is next available. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible only by those who need to know about your complaint.
If the complaint investigation takes longer than anticipated the Complaints Manager will keep you informed of 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 the 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 complaint.
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.
For private dental treatment you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk
You can also contact The Care Quality Commission (CQC) who regulates private and NHS dental care services in England by calling 03000 616161. They can take action against a service provider that is not meeting their standards. The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org contact them on firstname.lastname@example.org or by calling 020 7167 6000.
Dental Complaints Service
2 Cherry Orchard Rd
Tel. 08456 120 540
You may also like to contact the General Dental Council for more advice.
General Dental Council
37 Wimpole Street
Tel. 020 7887 3800
Updated and reviewed on 25/04/2018