We hope you are always happy with the care you receive at Green Oakham Dental Care. If you are not, please tell us. We take every concern seriously, we will treat you with kindness and respect, and raising a complaint will never affect the care you receive from us.

Who to contact

Our Complaints Manager is Anand Parekh. You can raise a concern with any member of our team, or contact Anand directly:

• By phone: 01572 755 260

• By email: Greenoakham.dentalpractice@nhs.net

• By letter: Mr Anand Parekh, Green Oakham Dental Care, 74 High Street, Oakham, LE15 6AS

Anand is usually at the practice Monday to Friday, 8.30am to 5pm. If you would prefer to talk things through in person, please ask our team to book a meeting.

What happens next

• If we cannot resolve a spoken complaint within 24 hours, or if you complain in writing, we will acknowledge your complaint in writing within 3 working days.

• We will look into your concerns carefully and send you a full written response as soon as is practical.

• If our investigation takes longer, we will update you at least every 10 working days.

• We will write to you with the outcome and invite you to meet us to discuss it. Possible solutions could include replacing treatment, refunding fees, referring you for further treatment, or other ways of putting things right.

Your complaint will be handled in confidence and records will be kept securely. We will never discriminate against anyone who makes a complaint, and we use the feedback we receive to learn and improve our care.

NHS treatment

If your complaint is about NHS treatment, you can choose to complain directly to NHS Leicester, Leicestershire and Rutland Integrated Care Board (ICB) instead of to the practice:

• Phone: 0116 295 7572

• Email: llricb-llr.enquiries@nhs.net

• Website: leicesterleicestershireandrutland.icb.nhs.uk/contact

If you are not satisfied with how your NHS complaint has been handled by us or the ICB, you can ask the Parliamentary and Health Service Ombudsman to review it: 0345 015 4033, www.ombudsman.org.uk.

Private treatment

If your complaint is about private treatment and you are not satisfied with our response, you can contact the Dental Complaints Service within 12 months of your treatment, or within 12 months of becoming aware of the issue. Call 020 8253 0800 or visit dcs.gdc-uk.org.

Other organisations

Care Quality Commission (CQC), which registers and inspects our practice: 03000 616161, www.cqc.org.uk.

General Dental Council (GDC), the regulator of dental professionals: 020 7167 6000, information@gdc-uk.org, www.gdc-uk.org.