Dentists in Derby, Derbyshire 44 Main Street, Etwall, Derby, Derbyshire DE65 6LP

phone

01283 733391

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Complaints Procedure

Code of Practice for Patient Complaints

In this practice we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

  • The person responsible for dealing with any complaint about the service which we provide Sharon Evans, Practice Manager.
  • If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the Practice Manager immediately. If the Practice Manager is not available at the time, then the patient will be informed when they will be able to talk to the Practice Manager and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the Practice Manager. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  • If the patient complains in writing or by email, it will be passed on immediately to the Practice Manager, Sharon Evans.
  • If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
  • We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
  • We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  • We will confirm the decision about the complaint in writing immediately after completing our investigation.
  • Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
  • If patients are not satisfied with the result of our procedure then a complaint may be made to:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 www.ombudsman.org.uk

The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540 www.dentalcomplaints.org.uk

The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct

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COVID-19 update

Many of you will be aware that during the latest Covid 19 update dental practices have been given the green light to re-open the surgery from 8th June. Whilst this is good news, there are a number of procedures that we have being putting in place to make treatment safe for our patients and staff, as we are sure you will appreciate, this is taking some time to set up.

Our intention is, if at all possible to commence opening on the 8th June but this is entirely dependent on our ability to obtain training and appropriate PPE which as you know there is a great shortage of. This equipment will be essential for us to be able to operate.

From 8th- 29th of June we will be prioritising the most urgent of cases including those who have been experiencing problems during this lockdown period. We will contact you directly to arrange an appointment. This period may be extended if required.

Rest assured we are trying our utmost to source this PPE as soon as possible to enable us to extend our treatment further to include fillings, crown/bridge work, root treatments and surgical extractions, scale & polish ect.

We anticipate that it will be several weeks before we will be able to commence these more advanced procedures.

This is a rapidly changing environment which we are adapting to as quickly as we possibly can. We really appreciate your patience and understanding throughout this difficult period and look forward to welcoming you back to the practice soon.

#staysafe #stayhome #wemissyouall