Our Code of Practice for Patients Who Wish to Raise Concerns

In this practice we place great emphasis on meeting and whenever possible, exceeding our patient’s expectations. We try to ensure that all patients are pleased with their experience of our service and we take any concerns a patient may have very seriously.

If you have a concern regarding any aspect of your care, please let us know. We will do all that we can to resolve your concern to your satisfaction both promptly and professionally.

Our aim is to respond to patients’ concerns in a caring and sensitive way.

(a) The person responsible for dealing with any concerns about the service we provide in this practice, is our Complaints Officer, Tiina Wu.

(b) If a patient raises an issue they are unhappy about on the telephone or at the

reception desk, after listening to a description of the problem, we will immediately

contact the Practice Manager. Should the designated person or other

responsible person not be available at the time, the patient will be informed when they will be available and arrangements will be made for the two to meet or speak. The member of staff will take brief details of the concern and pass them to the Complaints Officer.

(c) If a patient writes to express their concern, the letter will be passed on to the

relevant person immediately.

(d) We will acknowledge any concerns raised in writing within three working days. If a concern has been raised in writing, the written acknowledgement will also include a copy of this Code of Practice, again, normally within three working days. We will investigate the concern and report back within fourteen working days of it being received. If we are unable to complete our investigations within fourteen working days for any reason, we will notify the patient, giving reasons for the delay and the likely period within which the investigation will be completed.

(e) We will confirm the outcome of the investigation and any decisions made in writing.

(f) Proper and comprehensive records are kept of any concerns or complaints received.

If you are a private patient and remain dissatisfied with the response to your complaint, you have the right to refer your case to the Dental Complaints Service who investigates complaints about independent dental treatment.

Dental Complaints Service
The Lansdowne Building
2 Lansdowne Road

Tel. 020 8253 0800

For all complaints about NHS treatment:

NHS England (0300 311 2233) or email england.contactus@nhs.net with “For the attention of the complaints team” in the subject line

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