Complaints Policy

Policy for handling patient complains

At Pembroke Dental & Implant Centre, we take complaints very seriously and aim to ensure that all patients are satisfied with the care and service they receive.

When a complaint is raised, it will be handled courteously, sensitively, and promptly, with the aim of resolving the matter as quickly and fairly as possible.

Our complaints procedure is based on the following principles:

• We aim to respond to complaints in the same way we would expect our own concerns to be handled.
• We learn from any mistakes made and use feedback to improve our services.
• All complaints are treated confidentially and investigated appropriately.

Complaint Handling Procedure

• The person responsible for handling complaints within the practice is Raquel Sousa.
• If a patient complains in person, by telephone, or at reception, we will listen carefully to their concerns and, where appropriate, offer them the opportunity to speak directly with their dentist. If the dentist is unavailable, arrangements will be made for the patient to speak with them at a suitable time.
• Members of staff receiving a complaint will take brief details and ensure the matter is passed on promptly to the appropriate person.
• If a complaint is received in writing, it will be forwarded immediately to Raquel Sousa for appropriate handling.
• Complaints relating to clinical care or treatment charges will usually be referred to the treating clinician unless the patient specifically requests otherwise.
• We will acknowledge complaints in writing as soon as possible, normally within 3 working days, and will provide a copy of this complaints procedure if requested.
• We aim to investigate and respond to complaints within 10 working days of receipt. If the investigation is likely to take longer, the patient will be informed of the reason for the delay and provided with an updated timeframe.
• Following completion of the investigation, the outcome and any decisions made will be confirmed in writing.
• Proper and comprehensive records of all complaints are maintained securely and confidentially.

If You Are Not Satisfied

If a patient remains dissatisfied following completion of our complaints procedure, they may contact:

Dental Complaints Service
Telephone: 020 8253 0800
Website: Dental Complaints Service

NHS England
Telephone: 0300 311 2233
Email: england.contactus@nhs.net

General Dental Council (GDC)
37 Wimpole Street, London, W1G 8DQ
Website: General Dental Council

Patient Advice and Liaison Service (PALS)
Telephone: 01293 600300

Care Quality Commission (CQC)
Telephone: 03000 616161
Website: Care Quality Commission

NHS Complaints Advocacy Service
Telephone: 0300 330 5454