0191 4876263

In this practice we always endeavour to give the best possible service. However, should we fail to meet your expectations, we would welcome your feedback.

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 patients concerns in a caring and sensitive way.

1. The person responsible for dealing with any complaint about the service we provide is: Mrs Ann Millward (practice owner) or Miss Jill Blanchflower (practice manager)

2. If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint and offer to refer him or her to Jill immediately.

If Ann or Jill is not available at the time, then the patient will be told when he or she will be able to talk to either of them and arrangements will be made for this to happen. 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 will be passed on immediately to Ann or the dentist concerned.

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 patients complaint in writing and enclose a copy of this code of practice as soon as possible, normally within two working days. We will seek to investigate the complaint within ten working days of the compliant being received to give an explanation of the circumstances that led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to him or her on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons of the delay and a likely period within which the investigation will be completed.

6. We will confirm the decision about the complaint in writing to the patient Immediately after completing the investigation.

7. Proper and comprehensive reports are kept of any complaint received. If the patient is not satisfied with how the practice has dealt with their Complaint They can obtain further advice from:-

The Dental Complaints Service
Stephenson House
2 Cherry Orchard Road
Telephone: 02082530800
Email: info@dentalcomplaints.org.uk

The General Dental Council
37 Wimpole Street
Telephone: 02071676000
Website: www.gdc-uk.org