Complaints can be made verbally (in person or on the phone), in writing, or by letter or email.
We will try to resolve your issue at the initial point of contact. You will be offered the opportunity to chat with us in a calm and confidential environment. If your problem cannot be resolved at this initial contact, the details will be passed to our practice manager who can look into your complaint in more detail. If the practice manager is unavailable and the complaint can’t be dealt with directly you will receive a written acknowledgement of the complaint as soon as possible.
The practice manager will then contact you in due course to discuss the complaint with you to determine how the complaint will be handled and in what time frame we how to have an outcome. We will investigate the complaint efficiently to aim for a speedy resolution. We will endeavor to keep you up to date with the progress.
If you feel aggrieved by the decision regarding your complaint, please contact us again to allow us the opportunity to look into it further. In these cases our practice principal will oversee the process.
At the end of this process, if you are still dissatisfied with the outcome, and your complaint is related to NHS practice, you can contact NHS England who will advise you.
Helpful Contacts
You can find more information about the NHS complaints process on the NHS choices website or by phoning the NHS England Customer Contact Centre: Phone: 0300 311 2233 Email: england.contactus@nhs.net Website: www.england.nhs.uk/contact-us/feedback-andcomplaints/complaint
If you are not happy with the way your formal complaint was handled by either the practice or NHS England you can go to the Parliamentary and Health Service Ombudsman. They make the final decision on complaints that have not been resolved by NHS England. Phone: 0345 015 4033 Website: www.ombudsman.or.g.uk
For private dental treatment you can contact the General Dental Council (GDC) private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue. Phone: 0208 253 0800 Website: www.dentalcomplaints.org.uk
The GDC are also responsible for regulating all dental professionals. Their complaints form is available online. Phone: 0207 167 6000 Email: information@gdc-org.uk Website: www.gdc-uk.org
The Care Quality Commission (CQC) can take action against a service provider that is not meeting their standards. Phone: 0300 061 6161
