In this practice, we take complaints very seriously indeed and try to ensure 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 aim is to react to complaints in the way in which we would want our own complaints handled. We learn from every mistake we make and we respond to customers’ concerns in a caring and sensitive way.
The person responsible for dealing with any complaint about the service we provide is Mr Zaheer Abbas Bhanji (the Complaints Manager).
If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer them to the Complaints Manager immediately. If the Complaints Manager is not available at that time, then the patient may be advised when they will be able to speak with him and arrangements will be made for this to happen.
If the patient complains in writing, the letter will be passed on immediately to the Complaints Manager.
If a complaint is about any aspect of clinical care or associated charges, it will normally be referred to the respective dentist.
We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days. We will seek to investigate the complaint as soon as practical to give an explanation of the circumstances that led to the complaint. If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you every 10 working days, giving any reasons for the delay and a likely period within which the investigation will be completed.
Proper and comprehensive records are kept of any complaint received. All complaints are treated confidentially. Records will only be accessible to those who need to know about your complaint.
We will confirm the decision about the complaint in writing immediately after completing the investigation.
If patients are not satisfied with the results of our procedure, then a complaint may be made to;
Dental Complaints Service
37 Wimpole Street,
London,
W1G 8DQ
Tel: 02082530800
