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

Following the governments most recent announcement on Saturday 31st October 2020 of second national lockdown, we would like to reassure all of our patients that we shall continue to REMAIN OPEN and we endeavour to look after your oral health.

Since our initial opening on 8th June, following the first lockdown, we have implemented strict measures by enhancing our infection control standards to ensure we can continue to practice in a COVID SECURE way for our staff and patients. We now know a lot more about how to prevent the spread of COVID-19 and we shall ensure this is revised when any new information is presented so that we can continue to work safely and protect our NHS where possible. As we are a medical facility, all staff will continue to wear PPE and we encourage all patients to adhere to the measures in place on visiting the practice.

We have made it our upmost priority to keep all of our patients and staff safe throughout these challenging times. If you are required to self-isolate or have any Coronavirus symptoms please follow the government guidelines and we would be happy to rearrange your appointment to a suitable alternative.

Can we remind all patients that face masks are mandatory on entering Etwall Dental Practice and your temperature shall be measured by a member of staff at the door.

We hope you and your families stay safe and we look forward to seeing you soon.

Etwall Dental Team