Complaints Procedure

If you have a complaint or concern about the service you have received from the dentists of any of the staff working in this practice, please let us know. We operate a practice complaints procedure. Our complaint system adheres to national criteria.

HOW TO COMPLAIN

We hope that most problems can be sorted out easily and quickly, at the time they arise and with the person concerned. If your problem cannot be sorted in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened most easily. If it is not possible to do so, please let us have details of your complaint:

WITHIN 6 MONTHS OF THE INCIDENT THAT CAUSED THE PROBLEM; OR

WITHIN 6 MONTHS OF DISCOVERING THAT YOU HAVE A PROBLEM, PROVIDED THIS IS WITHIN 12 MONTHS OF THE INCIDENT

Complaints about the treatment you received should be made to the dentist who normally sees you. Alternatively, you make as for an appointment with Dr Patel in order to discuss your concerns. He will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will help if you are as clear as possible about your complaint.

WHAT WE SHALL DO

We shall acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 working days of the date you raised it with us. We shall then be in a position to give you an explanation, or offer a meeting with those involved. In investigation of 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

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 of physical or mental illness or are a child under 16 years.

COMPLAINING TO DENTAL COMPLAINTS’ SERVICE

We hope that if you have a problem you will make use of our complaints procedure. We believe this will provide the best chance of putting right whatever has made you feel it is necessary to complain and a chance to improve our practice. However, this does not affect your right to complain to the Dental Complaints Service, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. If you wish further advice, you should contact:

NHS ENGLAND, KENT & MEDWAY AREA TEAM
england.southeast@nhs.net
WHARF HOUSE
MEDWAY WHARF ROAD
TONBRIDGE
KENT.TN9 1RE
TEL: 01732 375200

OR

NHS DENTAL COMPLAINTS
england.contactus@nhs.net
NHS ENGLAND PO box 16738
Redditch, B97 9PT
TEL: 03003112233