Lee take’s complaints very seriously and tries to ensure that all his 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 complaint about 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.
If a patient complains on the telephone, their complaint will be listened to and directed to Lee immediately. If he is not available at the time, then the patient will be told when they will be able to talk to him and arrangements will be made for this to happen. The reception 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.
If the patient complains in writing the letter will be passed on immediately to Lee. If the complaint is about any aspect of clinical care or associated charges it will normally be referred to relevant professional, unless the patient does not want this to happen.
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 receipt 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 them 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.
We will confirm the decision about the complaint in writing immediately after completing our investigation. Proper and comprehensive records are kept of any complaint received.
If patients are not satisfied with the result of our procedure then a complaint may be made to:
The Dental Complaints Service (08456 120 540) for complaints about private treatment
The General Dental Council
37 Wimpole Street
London
W1M 8DQ
(the dentists’ registration body)
The Care Quality Commission at Citygate, Gallowgate, Newcastle upon Tyne, NE14PA
