Complaints Procedure

In this practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

A complaint must be made in writing. You will receive confirmation and a reference of the complaint within 3 working days. You will receive a full written response within the timescale agreed with you. The time taken to investigate your complaint will depend on its complexity and the number of people involved. We shall then be in a position to offer you an explanation, or a meeting if that is more appropriate.

When we look into your complaint, we aim to:

• Find out what happened and what should have happened
• Make it possible for you to discuss the problem with those concerned if this is your wish
• Ensure the complaint is resolved to your satisfaction
• Make sure you receive an apology, where this is appropriate
• Identify what needs to be done to ensure the problem does not arise again

Our Principles are:

• To get it right
• To be patient focussed
• To be open and accountable
• To act fairly and proportionately
• To put things right
• To seek continuous improvement

Step 1
Please write to the practice Complaints Manager (Louise Ajgarni – email: jdnchurchstreetdental@gmail.com) about the member of staff/clinician and the incident.

Step 2
We will reply in writing and aim to resolve the matter in a friendly and sympathetic manner. All of our efforts will be aimed to reach a conclusion which is fair to both parties.

Step 3
For private patients, if we are unable to reach a satisfactory conclusion, the Dental Complaints Service will review your case in full.

Dental Complaints Service (DCS)
37 Wimpole Street
London
W1G 8DQ
Tel: 08456 120 540 at local rate (Monday – Friday 9am – 5pm)

For NHS patients, if we are unable to reach a satisfactory conclusion, NHS England will review your case in full.

NHS England, PO Box 16738, Redditch, B97 9PT

Email: england.contactus@nhs.net

You may also complain to the Health Service Ombudsman by phone on 0345 015 4033 if you still feel your concerns have not been fully resolved.

Step 4
The General Dental Council will review your complaint if there has been a failure to reach an agreed resolution. This stage is the final process in the complaints procedure.

General Dental Council
37 Wimpole Street, London W1G 8DQ
Tel: 020 7887 3800