Patient Complaints Procedure
It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously; investigating them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint, and we will be happy to answer any questions you may have about this procedure.
If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as written complaints.
Debbie Lewis is the Complaints Manager and will be your personal contact to assist you.
You can send your complaints to 25 Lower Gungate, Tamworth B79 7AT, call us on 01827 62112 or email the Complaints Manager on info@distinctivedentistry.co.uk.
We aim to resolve verbal complaints within 24 hours where possible, but if you complain in writing, the Complaints Manager will send an acknowledgement letter within 3 working days and will aim to provide a full response in writing as soon as practical.
The Complaints Manager usually works at the practice at all times other than Friday afternoons and will endeavour to be available during these times. You may find it more convenient to make an appointment with the Complaints Manager to ensure that she can dedicate sufficient time to meet with you.
If you contact the practice to make a complaint and the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a convenient time for her to contact you.
If the matter requires a more immediate response, we will arrange for a senior member of the dental team to deal with your complaint.
We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about it. If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you at least every ten working days to keep you informed of the reason for any delays, the progress of the investigation and the proposed date it will be completed.
When the investigation is complete, you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best we can. You will also be invited to a meeting to discuss the results and any practical solutions that we can offer you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.
We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint, you can take the matter further. Please see the contacts below.
If you are dissatisfied with our response to a complaint you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue. Please see the contact details below.
Contacts
Those patients registered with Denplan can contact Denplan for advice: Simplyhealth Professionals’ Complaints Handling and Risk Management Department Tel No. 0800 169 7220 | clinicalmediationservice@denplan.co.uk
The Dental Complaints Service can also offer advice regarding complaints with private practice: Dental Complaints Service, 37 Wimpole Street, London. W1G 8DQ. Telephone: 020 8253 0800 (Monday – Friday 9 am – 5pm)
The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org contact them on information@gdc-org.uk or by calling 020 7167 6000.
