Making a complaint

At Chapel Dental our aim is to always have satisfied patients. We take complaints very seriously and try to ensure that all patients are pleased with their experience of our service. When patients complain, they are dealt with politely and promptly so that the matter is resolved as efficiently, effectively and as courteously as possible. We will never discriminate against patients who have made a complaint.

We learn from every complaint, comment, feedback and suggestion we receive so that we make so we can continually improve our services.

1. The person responsible for dealing with any complaint about the service we provide is Rachel Derby

2. If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint and offer to refer him or her to Rachel Derby immediately.

If Rachel is not available at the time, then the patient will be told when she will be able to talk and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.

3. If the patient complains in writing the letter will be passed on immediately to Rachel Derby.

4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist unless the patient does not want this to happen.

5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days. We will seek to investigate the complaint within ten working days of the complaint being received to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to him or her on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

6. We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.

7. Proper and comprehensive reports are kept of any complaint received.

8. If patients are not satisfied with the result of our procedure then a complaint may be made to:

GDC private dental complaints service can be contacted by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk.

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 information@gdc-org.uk or by calling 020 7167 6000.