If a patient complains on the telephone, at the reception desk or anywhere else in practice, we will listen sympathetically to their complaint and make notes about his/her issues or problems, provided that the patient consents to us doing this.
Having first listened to the patient’s complaint, we will offer to refer him/her to Emilie Swift immediately. If Emilie is not available at the time, the patient will be advised of when they will be able to speak to her, and arrangements will be made for this to happen. If the patient has consented to their concerns or issues being written down, the team member will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable time period or if the patient does not wish to wait to discuss the matter, arrangements will be made for Gavin Laidlaw to deal with it.
Our aim in handling verbal complaints is always to try to resolve the issue to the patient’s satisfaction so that it does not escalate and become a written complaint.
The Dental Complaints Service
For complaints about private treatment.
Address: Stephenson House, 2 Cherry Orchard, Croydon, CR0 6BA
Phone: 0208 253 0800
Email: [email protected]
The General Dental Council
Address: 37 Wimpole Street, London, W1M 8DQ
Phone: 0207 167 6000
Email: [email protected]
The Care Quality Commission
Address: Citygate, Gallowgate, Newcastle upon Tyne NE14PA
Phone: 03000 616161
Email: [email protected]
