Introduction
This Practice has an effective complaints system in place to ensure that identifying, receiving, recording, handling and responding to any comments, observations or complaints occurs within a strict timetable which is clearly documented. The complaints system is clearly displayed and all patients and visitors are confident that they will be listened to and responded to without fear of discrimination.
Any complainant can be assured that they will be treated in a manner respecting their human rights and diversity; in a sensitive manner and that the complaint can be made by a variety of methods either verbally, by sign language or in writing.
Where they lack confidence or require help they will be supported by helpful staff members. Their complaint will be fully documented and fairly dealt with and the following investigation, lessons learned can lead to changes being made to avoid future complaints.
Our Practice complaints procedures
These clear complaint procedures are regularly monitored and reviewed. Dr. Masih Sage, the director, is the accountable named contact for overseeing this process.
If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer them directly to Dr. Masih Sage, the director, immediately.
Should Dr. Sage not be available at the time, the patient will be informed of when they can speak with the dentist, and arrangements will be made accordingly. A staff member will record brief details of the complaint and ensure they are passed on. If arranging a discussion with Dr. Sage within a reasonable timeframe proves challenging, or if the patient prefers not to wait, we will make arrangements for another suitable person to address the issue.
If the complaint is submitted in writing, it will be immediately forwarded to Dr. Masih Sage, the director. Complaints regarding clinical care or associated charges will be directed to the relevant clinician, unless the patient requests otherwise.
A written acknowledgment of the complaint, along with a copy of our complaints policy, will be sent as swiftly as possible, typically within three working days. We aim to investigate the complaint within ten working days of receipt, providing an explanation for the circumstances leading to the complaint. If a meeting with the patient is not desired, we will attempt to resolve the matter over the telephone. Should we be unable to complete the investigation within ten working days, the patient will be notified of the delay, the reasons for it, and the anticipated timeline for resolution.
Upon concluding our investigation, we will immediately communicate the outcome of the complaint in writing. Comprehensive records of all complaints received, including the outcomes and any actions taken to prevent recurrence, are maintained diligently in a complaints tracker.
If a patient is not satisfied with the result of our procedure, or if they do not wish to contact the practice directly, then a complaint may be made to:
For complaints about private treatment:
- The Dental Complaints Service
- Stephenson House
- 2 Cherry Orchard Road
- Croydon CR0 6BA
For complaints about NHS treatment:
- Parliamentary & Health Service Ombudsman
- Millbank Tower
- Millbank, London SW1P 4QP
The Care Quality Commission at:
- Citygate,
- Gallowgate,
- Newcastle upon Tyne, NE14PA
Missed appointments
If you know you will not be able to attend an appointment then please give us at least 48h notice if possible to the dental surgery so they can cancel your appointment and offer your slot to another patient. Your dentist can terminate your treatment if you miss your appointment without letting the dental surgeon know. You may then need to pay again for a new course of treatment.
While surgeries cannot charge you for not turning up, NHS England has the right to ask you to find another dental surgery if you continue to miss appointments.
Please bear in mind this is practice policy to remove you from our database if you fail to attend more than 2 appointments without notification.