At Wigston House Dental Practice we take complaints very seriously and try to ensure that all 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. This procedure is based on these objectives.
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.
The person responsible for dealing with any complaint about the service we provide is Mrs Claire Wardrop, Practice Administrator. If the Practice Administrator is not available at the time, then the patient will be offered an appointment with her when suitable for both the patient and Claire. 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 the issue.
If the patient complains in writing the letter should be addressed to Mrs Claire Wardrop. Should the complaint regard any aspect of clinical care or is associated to charges it will normally be referred to the dentist, unless the patient does not wish this to happen.
Letters should be sent to:
Wigston House Dental Practice,
101 Leicester Road,
LE18 1NS, UK
Emails should be sent to: firstname.lastname@example.org
We will acknowledge the patient’s complaint in writing normally within 2 working days. We aim to investigate the complaint within 10 working days of the complaint being received.
If we are unable to investigate the complaint within 10 working days we will notify the patient, giving reason for delay and a likely time period within which the investigation will be complete.
Once the complaint has been resolved we will confirm in writing to the patient. Professional and comprehensive reports 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 Parliamentary and Health Service Ombudsman
The General Dental Council, (the dentists’ registration body)
37 Wimpole Street,
OR FOR PRIVATE TREATMENT CONCERNS:
The Dental Complaints Service
2 Cherry Orchard Road
Email: email@example.com Tel: 08456120540