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Complaints procedure

In this practice we take complaints very seriously indeed and try to ensure all patients are pleased with their experience of our service.  When patients make a complaint they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.  If it is not possible to notify us of your complaint as soon as possible please let us have details of your complaint:

  • within 6 months of the incident that caused the problem
  • within 6 months of discovering you have a problem, provided this is within 12 months of the incident

Our aim is to react to complaints in the way in which we would want our complaint regarding a service to be handled.  We learn from every mistake that we make and we respond to patients’ concerns in a caring and sensitive way.

  1. Complaints about the treatment you receive should be made to the dentist who normally sees you.  Alternatively you may ask to speak to the person responsible for dealing with complaints, Maureen Flood (Practice Manager)
  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 Maureen Flood as soon as possible.If Maureen Flood is not available at the time, then the patient will be told when he or she will be able to talk to the dentist 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 immediately to Maureen Flood
  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 patients’ complaint in writing and enclose a copy of this code of practice as soon as possible, normally within two 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. In investigating your complaint we shall aim to:
    • find out what happened and what went wrong
    • enable you to discuss the problem with those concerned, if you would like this
    • ensure you receive an apology, where this is appropriate
    • identify what we can do to make sure the problem does not happen again.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 a 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

Complaining on behalf of someone else

Please note that we keep strictly to the rules of confidentiality.  If you are complaining on behalf of someone else, we have to know that you have permission to do so.  A note signed by the person concerned will be needed, unless they are incapable of providing this because physical or mental illness or are a child under 16 years.

If patients feel they cannot raise a complaint with us or are not satisfied with the result of our investigation, further advice is available from:

Dental Complaints Service

2 Cherry Orchard Road

Croydon

CR60 6BA

Tel: 0845 612 0540

email: info@dentalcomplaints.org.uk

web: www.dentalcomplaints.org.uk

Denplan Limited
Denplan Court
Victoria Road
Winchester
SO23 7RG

Tel: 01962 840846

General Dental Council
37 Wimpole Street
London W1G 8DQ

Tel: 0845 222 4141

Care Quality Commission
Finsbury Tower
103-105 Bunhill Row
London EC1Y 8TG

Tel: 03000 616161
email: enquiries@cqc.org