Complaints Procedures

Patient Complaints Procedure

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.

If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly to NHS England at england.contactus@nhs.net with ‘For the attention of the
complaints team’ in the subject line.

Janet Virgo is the Complaints Manager and will be your personal contact to assist you with any complaints. If your verbal complaint is not resolved to your satisfaction within 24 hours or if you complain in writing, the Complaints Manager will acknowledge it in writing within 3 working days and
will aim to provide a full response in writing as soon as practical.

If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when the person is next available. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint.

If the complaint investigation takes longer than anticipated the Complaints Manager will keep you informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing and invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take it further, please see the contacts below.

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

If you are still unhappy about your NHS complaint, you can contact the Parliamentary Health Ombudsman (England): by calling 0345 015 4033 or visiting www.ombudsman.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.

The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org or contact them on information@gdc-org.uk or by calling 020 7167 6000.

In light of government's announcement on Monday January 04, 2021 , we want to reassure you that Preston Circus Dental Practice will remain open during this current national lockdown.  We will continue to provide dental and oral health care to all of our existing and new patients.

We have all the necessary Personal Protective Equipment (PPE) and social distancing measures to keep our patients and staff safe, whilst also following the highest infection control standards. We have numerous Covid-19 screening protocols in place, including online patient portal for pre-appointment assessments, wearing a mask at all times, hand sanitising stations, protective Perspex screen at reception, infrared temperature checks upon entry to the practice with all staff wearing enhanced hospital grade PPE.

We believe oral health care is essential and vital for general health, therefore we recommend that you continue to attend your scheduled appointments, book in your routine dental examinations/hygiene appointments and continue to use our services as normal through this lockdown.

We will continue to follow advice from our government bodies and will update you should there be any changes. Whether you’re working from home, being an excellent home teacher(!) or just trying to get through this 3rd, and hopefully our last national lockdown…we look forward to seeing you soon!

Keep well and stay safe,

Preston Circus Dental Practice