Complaints Procedure

At Clarendon Dental, we take complaints very seriously and do our best 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.

Our goal is to react to any complaint about our service learn from every mistake and respond to any patients concerns in a caring and sensitive way.

The person responsible for dealing with any complaints about the service that we provide is the Practice Manager.

On receiving a complaint in writing or by email, it will be passed immediately to the Practice Manager.

If a patient complains on the telephone or at the reception desk, we will listen and resolve the problem if we are able to as quickly as possible. If the patient wishes to speak to the Practice Manager we will refer the patient as soon as possible. If the Practice Manager is not available at the time, we will arrange a convenient time for the Practice Manager to contact the patient. The member of staff will take brief details of the issue and pass it to the Practice Manager. If we cannot arrange this with an immediate response, we will arrange for a senior member of the dental team to deal with it.

If a complaint is about any aspect of clinical care or associated charges, it will usually be referred to the dentist, unless the patient does not want this to happen and the Practice Manager and/or owner(s) will oversee the process.

We will acknowledge a complaint in writing or by telephone call if acceptable to the complainant and/or representative, and enclose a copy of this policy if requested, normally within 3 working days. We will offer to discuss the complaint with the individual and confirm how they would like to be kept informed of developments, for example, by telephone, face-to-face meetings, letters or email. We will inform the patient about how the complaint will be handled and the likely time that the investigation will take to complete. If the patient does not wish to discuss the complaint, we will still inform them of the expected timescale for completing the process.

We will seek to investigate the complaint speedily and efficiently and we will keep patients regularly informed, as far as reasonably practicable, regarding the process. we aim to have investigated the complaint within 6 months.

When we have completed our investigation, we will provide the individual with a full report if required. The report will include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action taken or will be taken as a result of the complaint.

Comprehensive records will be kept of any complaints received and the actions that have been taken. These records will be reviewed regularly to ensure that we take every opportunity to improve our service.

If the result of a complaint regarding NHS treatment, does not satisfy the patient after our investigation, or the patient would rather not contact us directly then we will advise them to refer the complaint to:

NHS England, PO Box 16738, Redditch B97 9PT (England.contactus@nhs.net) – for complaints about NHS treatment.

If the patient is not happy with the way their complaint regarding NHS treatment was handled by Clarendon Dental and NHS England, then we will advise them to contact:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP (0345 015 4033 or www.ombudsman.org.uk) – for complaints about NHS treatment.

If the patient making the complaint regarding private treatment is not satisfied with the result of our investigation, then we will advise them to refer the complaint to:

Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA (08456 120 540).

If the individual has any concerns that the dental professional could be a risk to other patients, they could contact the GDC:

General Dental Council, 37 Wimpole Street, London, W1M 8DQ

If the individual has any concerns that the care provided at the practice could be a risk to other patients, they could contact the CQC:

CQC National Customer Service Centre, Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA Telephone: 03000 616161