At Dental Concepts, we take complaints very seriously and aim to ensure all our patients are pleased with their experience. We learn from every mistake and respond to patients' concerns in a caring and sensitive way.
The persons responsible for dealing with any complaint about the service are:
Patients can complain verbally in person at the practice or by calling our main line on 01256 893517 and asking for the Complaints Manager for the practice concerned.
Patients can also complain in writing by emailing the Complaints Manager on enquiries@dental-concepts.com or by letter to the relevant practice address:
If a complaint is about clinical care, it will normally be referred to the dentist concerned, unless the patient objects.
We will acknowledge the patient's complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days. We will offer to discuss the complaint at a time agreed with the patient, asking how they would like to be kept informed.
We seek to investigate the complaint speedily and efficiently (normally within six months). We will keep the patient regularly informed of progress.
When the investigation is complete, we will provide the patient with a full written report. The report will include the conclusions reached, details of any necessary remedial action, and whether the practice is satisfied with the action taken.
PLEASE NOTE: Complaints about NHS treatment can ONLY be dealt with by the practice DIRECTLY or NHS ENGLAND.
This policy is reviewed annually. Dr Manish Chitnis, Date: 22.04.2024
