Code of practice for patients who wish to raise concerns
I place great emphasis on meeting and whenever possible, exceeding our patients’ expectations. I try to ensure that all patients are pleased with their experience of my service and we take any concerns a patient may have very seriously.
If you have a concern regarding any aspect of your care, please let us know. I will do all that I can to resolve your concern to your satisfaction promptly and professionally.
My aim is to respond to your concerns in a caring and sensitive way.
If you choose to write to me to express your concern rather than raising it verbally, please write to me directly via letter or email.
I will acknowledge any concerns you raise in writing within three days, and I will also include a copy of this Code of Practice with my response.
I will investigate your concern and report back within ten working days of it being received. If I am unable to complete my investigations within ten working days for any reason, I will notify you, giving reasons for the delay and the likely period within which the investigation will be completed.
I will confirm the outcome of the investigation and any decisions made in writing.
I will keep proper and comprehensive records of any concerns or complaints received.
I will do all we can to resolve your issue, concern or complaint to your satisfaction. If, for any reason, you are not satisfied with the outcome or the procedure, I will advise you of other avenues open to you for raising concerns. These are:
The Dental Complaints Service for complaints about private treatment.
Address: Stephenson House, 2 Cherry Orchard, Croydon, CR0 6BA
Phone: 0208 253 0800
Email: info@dentalcomplaints.org.uk
The General Dental Council (GDC) (the clinicians’ professional regulator].
Address: 37 Wimpole Street, London, W1M 8DQPhone: 0207 167 6000
Email: standards@gdc-uk.org
NHS England for complaints about NHS treatment.
Address: NHS England, PO Box 6738, Redditch, B97 9PT
Phone: 0300 311 2233
Email: england.contactus@nhs.net with: ‘For the attention of the complaints team’ in the subject line.
The Care Quality Commission (the regulator for all of health and social care)
Address: Citygate, Gallowgate, Newcastle upon Tyne NE14PA
Phone: 03000 616161
Email: enquires@cqc.org.uk
Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP
Tel: 0345 0154033 to request an independent review.
