- We take all complaints very seriously. They are investigated thoroughly, and all complainants can expect to receive a prompt and helpful response. We use complaints not only as an opportunity to resolve the particular issues as far as possible, but also to learn and to improve our services to patients.
- The complaints procedure is entirely confidential and will not affect your ongoing care. However, if it is in your best interest to make a fresh start with a new dental professional, or you ask for this, this is also an option.
- Mr Hanish Chotai is responsible for day-to-day complaints handling within the practice, and you can contact them by phone on 01455 823900[telephone number], by email at firstname.lastname@example.org and by post 18 Manor Road,Desford, Leicester,LE9 9JR
- You can complain verbally or in writing. If you complain verbally, we will make a written record of your complaint and will check this with you for accuracy before investigating the complaint. You will also be given an opportunity to speak direct to the practice complaints manager at a mutually convenient time.
- Whether you complain verbally or in writing, you will receive a written acknowledgement of your complaint within 3 working days of when we receive your complaint.
- We will carry out a thorough investigation of your complaint, which may include accessing your confidential clinical records and seeking information from all those involved in your care within the practice.
- After our investigation, you will receive a detailed and helpful written response. We aim to do this within 14 working days of receiving your complaint. Normally the dental professionals who have provided your care will respond directly to your complaint. If for any reason you would prefer this not to happen, our complaints manager will liaise with those involved and then respond to your concerns personally. In the case of NHS treatment, as an alternative you can take up your complaint from the outset with the NHS England.
- If there will be any unavoidable delay at any stage of the process we will write to you with information about the delay, the reason for it, and the date when you can expect to receive a response.
- The complaint correspondence is filed separately from your clinical records, and we can assure you the whole procedure is entirely confidential. Only those members of the practice staff who need to will know about your complaint.
- If you are complaining on behalf of someone over the age of 16, we will require that patient’s signed authority for you to act on their behalf. If you are complaining on behalf of someone under 16, we will need to know that you have parental responsibility for them, or will need signed authority from somebody with parental responsibility for you to act on their behalf.
- If you are not satisfied with our initial response, please let us know so we can try to resolve any outstanding issues. We will make every reasonable effort to find a mutually acceptable resolution.
- When you receive our final response, if you are still not satisfied you can refer the matter for independent investigation. In the case of NHS treatment you can pursue your complaint with the NHS Ombudsman at address( see below)
- In the case of private treatment you can pursue your complaint with the Dental Complaints Service.
NHS England Customer Support Centre
PO Box 16738,
(Monday to Friday 8am to 6pm, excluding English Bank Holidays)
Parliamentary & Health Service Ombudsman
Millbank Tower Millbank,
Telephone: 0345 015 4033
Dental Complaints Service
2 Cherry Orchard Road
Telephone: 020 8253 0800
(Monday – Friday 9am – 5pm)