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Complaints procedure

Code of Practice for Patient Complaints

In this practice we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service which we provide Mr Amit Patel, Principal Dentist.
  2. If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the Principal Dentist immediately. If the Principal Dentist is not available at the time, then the patient will be informed when they will be able to talk to the Principal Dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the Principal Dentist. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  3. If the patient complains in writing or by email, it will be passed on immediately to the Principal Dentist, Mr Amit Patel.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
  6. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them 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.
  7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  8. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
  9. If patients are not satisfied with the result of our procedure then a complaint may be made to:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 www.ombudsman.org.uk

The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540 www.dentalcomplaints.org.uk

The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct

TREATMENTS

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Dental Implants

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Facial Aesthetics

Enhancing your appearance discreetly.

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N. Bennett

“Good Dentist, clean environment and seem to use latest modern technologies in treatments. All staff are pleased to help and treatments I have..."

star 1

F. Amy

“I only joined last year and my two visits have been great. The staff on reception are very friendly and Amit makes you..."

star 1

F. Zimmerman

“Corner House Dental practice is a very friendly practice The staff is wonderful. The receptionist always know who you are and makes you..."

star 1

J. Waller

“I became a patient recently and after an initial consultation I came in for several appointments to have various fillings, a hygienist appointment..."

star 1

K. Reston

“I'd been at my other dentist for over 20 years so it was difficult to finally move to one that is closer to..."

star 1

A. Russo

“I have been coming to this dentist for many years. The staff are all extremely friendly, knowledgeable and kind. Communication is very well..."

star 1

H. Family

“I broke my tooth and was given a speedy appointment with Priya (who I usually see at the practice). She repaired the tooth..."

star 1

D. Humphries

“A really great dental practice! Everyone is so welcoming and always puts you at ease. I popped in yesterday to make an appointment..."

star 1

E. Pigott

“Had a large tooth extracted earlier today by Rameeta. She explained the procedure and was so gentle, apart from feeling the initial local..."

star 1

A. Bacon

“I have been with my dentist since I was a child. Now I'm moving out of the area I needed to find a..."

star 1

M. Reed

“Full marks to The Corner House Dental Practice in accommodating Saturday morning appointments. Efficient service, on time and thorough. Would recommend the Practice..."

star 1

P. Trigwell

“Went for my appointment this morning for my deep clean the two young ladies who looked after me and were very kind and..."

star 1

N. Bennett

“Good Dentist, clean environment and seem to use latest modern technologies in treatments. All staff are pleased to help and treatments I have..."

star 1

F. Amy

“I only joined last year and my two visits have been great. The staff on reception are very friendly and Amit makes you..."

star 1

F. Zimmerman

“Corner House Dental practice is a very friendly practice The staff is wonderful. The receptionist always know who you are and makes you..."

star 1

J. Waller

“I became a patient recently and after an initial consultation I came in for several appointments to have various fillings, a hygienist appointment..."

star 1

K. Reston

“I'd been at my other dentist for over 20 years so it was difficult to finally move to one that is closer to..."

star 1
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