At Springs Dental Studio, we take complaints very seriously and try to ensure that all patients are pleased with their experience at the practice.When a complaint arises we act promptly and courteously so that the matter is resolved as quickly as possible and also to prevent similar incidents occurring in the future.Our procedure is based on the following objectives. Our aim is to respond to all concerns and complaints in a caring and sensitive way.
Every team member within the practice is competent to deal with complaints and are fully aware of the procedure that we have in place, although all complaints will be overseen and ultimately dealt with by Anitha Bangaru.
If a patient logs a complaint over the telephone or at the reception desk, we will listen to his or her complaint and offer to refer him or her to Anitha Bangaru immediately. If Anitha is not available, then the patient will be told when they will be able to talk to Anitha and arrangements will be made for this to happen. The member of the staff will take brief details of the complaint and pass them on to Anitha. If we cannot arrange this within a reasonable period or if the patient does not want to wait to discuss the matter, arrangements will be made for someone else to deal with it.
If a complaint arises relating to any clinical care received this will be referred to the particular dentist unless otherwise stated by the patient.
If a complaint comes into the practice in writing it will be dealt by Anitha Bangaru, although relevant information will be sought from persons who are familiar with the particular incident.All complaints will be acknowledged within 2 working days.We will then investigate the complaint and collect the facts leading up to the problem and invite the patient in to discuss the complaint if necessary, if not the patient will be notified by post or email about the outcome of the investigation within 10 working days.If for any reason there is a delay with proceedings the patient will be notified with an explanation and also an expected date for reply.
The ultimate result from the complaint will be forwarded to the patient as soon as the investigation has been completed. Proper and comprehensive reports are kept of any complaint received.
If a patient is still unhappy about the result of our procedure they should contact:
For NHS Dental Treatment
1. NHS England
PO BOX 16738
Redditch
B97 9PT
Tel No- 03003112233
2. NHS Ombudsman (PHSO) – 03450154033
If you are not happy with the way in which your formal complaint was handled either by the dental practice or NHS England, you can contact Parliamentary and Health Service Ombudsman (PHSO). The Ombudsman makes the final decision on complaints that have not been resolved by the NHS in England.
For Private Dental Treatment
1. Dental Complaints service (DCS) – 02082530800.
The DCS provides a free and impartial service to help private dental patients and dental professionals to settle about private dental care fairly and efficiently
If you have safety concerns about a dentist or practice
1. General Dental Council (the regulatory body of all dental professionals in UK)
