At The Perfect Smile Studios Ltd we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. Our aim is to resolve any concerns courteously and promptly so that the matter is resolved as quickly as possible and, wherever possible, to the satisfaction of the patient.
We are constantly looking to improve our services and will take every opportunity to do so. We adopt a “no blame” approach when investigating a complaint and especially where individuals are identified, with the aim to reach a satisfactory conclusion. We have a team of dental professionals in West London & Hertfordshire that will respond to customers’ concerns in a caring and sensitive way.
This procedure is based on these objectives.
Practice Complaints Procedure
- The person responsible for dealing with any complaints about the service that we provide is Miss Louise Holland our Practice Complaints Manager.
- If a patient makes a complaint in person or on the telephone, the member of staff that receives the complaint will make an initial record of the concerns and check this for accuracy with the patient. This record is then passed onto our Complaints Manager. If the Complaints Manager is available, then the patient is asked if he or she would like to speak to her immediately. If she is not available at the time of complaint, the patient will be advised when the Complaints Manager will make contact to arrange a meeting in person or on the telephone.
- If the patient complaint is made in writing, the letter or email will be passed on immediately to the Complaints Manager.
- If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist as well as the Complaints Manager, unless the patient does not want this to happen.
- We will acknowledge the patient’s complaint in writing normally within 5 working days.
- We will seek to investigate the complaint within 25 working days of receipt to give an explanation of the circumstances that led to the complaint. We will also send a copy of this code of practice to the patient. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone or communicate via email or letters. If we are unable to investigate the complaint within 25 working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed. The patient will be informed of the progress of our investigation and will be advised of the process that we will be following to resolve the complaint and the anticipated timescale.
- We aim to create an amicable and satisfactory resolution. We achieve this by way of a meeting at the practice so that we can discuss your concerns further and also provide you adequate explanations and options to resolve your complaint. We would then proceed to provide you with a full response based on the discussion we have.
- On completion of our investigation, we will provide the patient with a full written report, which will include:
- an explanation of how the complaint has been considered
- the conclusions reached in respect of each specific part of the complaint
- details of any necessary remedial action
- details of possible options that will lead to a conclusion
- Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve our services as a consequence of a complaint.
- If a patients is not satisfied with the result of our procedure then a complaint may be referred to:
- The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER (Telephone: 08456 120 540) for complaints about private treatment.
- The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone: 0845 222 4141), the dentists’ regulatory body for complaints about professional misconduct, Know more here: General Dental Council.
- Parliamentary and Health Service Ombudsman, Milbank Tower, Milbank London SW1P 4QP, telephone: 0345 015 4033 or visit website for complaints about NHS treatment
- Care Quality Commission
Newcastle upon Tyne
Tel: 03000 616161