Complaints Policy

Green Oakham Dental Care- Patient Complaints Procedure

We want our service to meet your expectations. If you have a concern or complaint about any aspect of our service, we would like to know of any mistakes we make in order to identify how we can improve to ensure that we meet your expectations in the future. Our aim is to learn from any feedback we receive and improve the service we provide to our patients.

If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly.

Making a complaint:

1.The person responsible for dealing with any complaint about the service which we provide is the Complaints’ Manager: Anand Parekh

2.If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Complaints’ Manager immediately. If the Complaints’ Manager is not available at the time, then the patient will be told when they will be able to talk to the Complaints’ Manager and arrangements will be made. The member of staff will take brief details of the complaint and pass them on. 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 the letter or email will be passed on immediately to Anand Parekh.

4.If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen

5.We will acknowledge the patient’s complaint normally within three working days, this will involve Anand phoning the patient to discuss their complaint.

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.

Complaining to Dental Complaints Service

We hope that, if you have a problem, you will make use of our practice complaints procedure.  We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.  However this does not affect your right to complain to the Dental Complaints Service, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.  If you wish further advice you should contact:

Dental Complaints Service
37 Wimpole Street

020 8253 0800 (Monday – Friday, 9am – 5pm)

You may also like to contact The General Dental Council for more advice

The General Dental Council
37 Wimpole Street
Tel. 020 7887 3800

For help in making a complaint:

Independent Complaints Advocacy Service
Unit 2.1
Clarendon Business Park
Clumber Avenue
Telephone: 0845 120 3735