But if you have a complaint

We take all complaints very seriously, and try to ensure that all patients are pleased with their practice experience. When patients make a complaint, they are dealt with courteously and promptly, so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

The aim of the Smile Stories team is to react to the complaint in the way we would like our own complaints to be dealt with.

The person responsible for dealing with any complaint about the service we provide is our Practice Manager. If the Practice Manager is not available then the practice Owners will deal with the complaint.

If the complaint concerns the Practice Manager, then this will also be dealt with by the Owners.

If a patient complains on the telephone, we will listen to his or her complaint, and offer to refer him or her to the Practice Manager immediately. If the Practice Manager is not available at the time, then the patient will be informed of when it will be possible to talk to her, and arrangements will be made for this to happen.

If a patient complains at the reception desk, they will be invited to take a seat in the treatment lounge, to discuss the complaint with the Practice Manager in private. If the Practice Manager is not available at the time, then the patient will be informed of when it will be possible to talk to her, and arrangements will be made for this to happen.

The member of staff who deals with the complaint at the initial contact, will take brief details of the complaint and pass them on. If we cannot arrange this discussion within a reasonable period, or if the patient does not wish to wait to discuss the matter, arrangements will be made for the Owners to deal with it.

If the patient complains in writing the letter will be passed on immediately to the Practice Manager.

If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the Dentist.

We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible normally within two working days. We will seek to investigate the complaint within ten working days of the complaint being received and we will provide an explanation of the circumstances that led to the complaint. If the patient does not wish to meet us, then we will attempt to call him or her on the telephone. If we are unable to investigate the complaint within ten working days, we will notify the patient giving reasons for the delay, and a likely period within which the investigation will be completed.

The complainant will be informed of the conclusion of the investigation, in writing, immediately on completion.

Full comprehensive records will be kept of all complaints made.

If a patient is not happy with the results of our procedure, then a complaint may be made to Dental Complaints Service:

Dental Complaints Service, The Landsdowne Building, 2 Landsdowne Road, Croydon, CR9 2ER