COMPLAINTS AND FEEDBACK
It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, we investigate them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint.
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.
Sam Holt is the complaints manager and is responsible for day-to-day complaints within the practice, you can contact her on the phone – 0161 428 7226, by email – [email protected] or by post – Oh My Smile. 145a, Councillor Lane, Cheadle, Cheshire. SK8 2JE.
You can complain verbally or in writing. If you complain verbally, the practice will make a written record of your complaint you wish to lodge and will check this with you for accuracy before investigating the complaint. You will also be asked if you wish to speak directly to the practice complaints manager at a mutually convenient time.
Whether you complain verbally or in writing you will receive written acknowledgement within 4 working days of when we receive your complaint.
We will carry out a thorough investigation of your complaint, which may include accessing your confidential clinical records and seeking information from all those involved in your care within the practice. Although the practice does have a responsibility to investigate and to facilitate the process to ensure that complaints are effectively addressed, it is accepted as standard in general dental practice that each clinician is responsible for the care they provide to the individual patients and for responding to any concerns arising from that care.
After our investigation, you will receive a detailed response, we aim to do this within 10 working days. If the investigation takes longer than anticipated you should be informed of the delay, the reason for it and a proposed date when to expect a response.
If you are complaining on behalf of someone over the age of 16, we will require that patient’s signed authority for you to act on their behalf. If you are complaining on behalf of someone under the age of 16, we will need to know that you have parental responsibility for them, or will need signed authority from someone with parental responsibility for you to act on their behalf.
We regularly analyse patient complaints to learn from them and to improve our services. That is why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint please let us know. We will make every reasonable effort to find a mutually acceptable resolution.
When you receive our final response, if you are still not satisfied you can refer the matter for independent investigation with the Dental Complaints Service, 37, Wimpole Street, London. W1G 8DQ. Tel: 020 8253 0800 (Monday-Friday 9am-5pm).
Contacts
For private dental treatment you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk
You can also contact The Care Quality Commission (CQC) who regulates private and NHS dental care services in England by calling 03000 616161. They can take action against a service provider that is not meeting their standards who may be able to help.
The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org contact them on [email protected] or by calling 020 7167 6000.