We want our service to meet your expectations. If you have a concern or complaint about any aspect of our service, we want to identify how we can improve to ensure we meet your expectations in future. Our aim is to learn from any feedback we receive and improve our service.
We will deal with complaints courteously and promptly and aim to resolve the matter quickly.
Making A Complaint
If you wish to make a complaint or simply let us know how we could have done better, please contact our Complaints’ Manager:
· In person
· Letter The Health Society 10 Lees Place London W1K 6LL
The Complaints’ Manager will endeavour to be available during working hours. You may find it convenient to make an appointment with them to ensure they can dedicate sufficient time to meet.
If you contact the practice to make a complaint and the Complaints’ Manager is not available, we will arrange a convenient time for them to contact you. We will ask you for brief details of your complaint so that the Complaints’ Manager can gather any useful information before contacting you.
If the matter requires a more immediate response, we will arrange for a senior member of the team to deal with it.If your complaint is about your dental treatment or the fee charged, we will usually ask the dentist concerned to contact you, unless you do not want this.
We acknowledge all complaints in writing and enclose a copy of this code of practice as soon as possible, normally three working days.
Investigating a complaint
We will offer to discuss the complaint with you and will ask how you would like to be kept informed of developments – by telephone, letters or e-mail or by face-to-face meetings. We will let you know how we will deal with your complaint and the likely time that the investigation will take to complete. If you do not wish to discuss the complaint further, we will still let you know the expected timescale for completing the investigation.
We will investigate your complaint promptly (within 10 working days) or, if the issue is complex, within 6 months; and, as far as reasonably practicable, will let you know how our investigation is progressing.
When we have completed our investigation, we will provide you with a full written report, unless you have told us that you do not wish for further communication. The report will explain how we considered the complaint, the conclusions we reached for each part of your complaint, details of any remedial action we have taken and whether further action is needed.
We keep proper and comprehensive records of any complaints that we receive and the action we have taken following investigation. We review these records regularly to ensure that we recognise our mistakes and take every opportunity to improve our service.
If you are not satisfied
If your complaint was about your dental treatment and you are not satisfied with the result of our investigation, you can take up the matter with a relevant external organisation:
The Dental Complaints Service for complaints about private treatment
Address: Stephenson House
2 Cherry Orchard
Croydon CR0 6BA
Phone: 0208 253 0800 Email: firstname.lastname@example.org
The General Dental Council
Address: 37 Wimpole Street
London W1G 8DQ
Phone: 020 8253 0800 Email: email@example.com
The Care Quality Commission
Newcastle upon Tyne NE14PA
Phone: 03000 616161 Email: firstname.lastname@example.org