Dental Solutions LTD Complaints Procedure

Verbal Complaints

If a patient complains on the telephone, at the reception desk or anywhere else in the 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 Niamh Collins immediately. If Niamh Collins 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.

Written Complaints

If patients are not satisfied with the result of our procedure, then a complaint may be made to:

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]

Last Updated: 7th August 2019

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