Complaints

This practice takes complaints very seriously and we try to ensure that all patients are happy with their experience of our service. If you do make a complaint, we aim to act courteously and promptly so the matter is resolved as quickly as possible. Our complaints procedure is based on these objectives and adheres to GDC national criteria.

How to Complain

Complaints should be to the Practice Manager, Anne-Marie Walters or Practice Director Sara Taylor who are our complaints advisors. If either of these persons is unavailable, we will agree a time for you to see them, or appoint a deputy.

A complaint may be made in person or by letter. If you write then please make the envelope for the attention of the above advisors and indicate that is confidential. We will acknowledge receipt within three working days of the addressee receiving it and action what it is that is happening i.e. conducting an investigation.

In Confidence

Any complaint is handled in confidence, only involving the advisor and the Practice members involved in the complaint. If a complaint is put forward on somebody else's behalf, we need to have a signed letter giving the persons details (including date of birth) and giving you permission to do so. We will not be able to deal with the complaint unless we receive this due to patient confidentiality which we have to adhere to by law.

A confidential written report is kept about the complaint, the investigations made and the outcome, in order to monitor our performance in handling complaints and to identify areas for improvement.

What we will do

Within 10 working days, we will have looked into your complaint and be in a position to offer an explanation.

We aim to:

  • Find out what has happened and what went wrong.
  • Offer any practical solutions, if appropriate.
  • See what we can do to stop reoccurrence.
  • Discuss the results of our investigation with you personally if you wish.

If you need Further Advice

We hope that if you have a problem, you will use our practice complaints procedure as we have explained above. We feel this will provide the best chance of putting right whatever has gone wrong and give us an opportunity to improve our service. However, this does not affect your right to approach other organisations if you feel you can't raise your complaint with us directly.

 

- CAB (Citizens Advice Bureau)

  Stuart House, Green Lane, Derby, DE1 1RS

  Tel: 01332 228700     Fax: 01332 228701

  Email: advice@citizensadviceandlawcentre.org

  Website: www.citizensadviceandlawcentre.org

                 www.adviceguide.org.uk

 

-General Dental Council

  37 Wimpole Street, London, W1G 8DQ

  Tel: +44 (0)20 7167 6000

  Website: www.gdc.uk.org

 

- Consumer Direct

   Tel: 08454 04 05 06

   Website: www.consumerdirect.gov.uk