Priory Dental Clinic takes complaints very seriously and tries 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 and respond to customer’s concerns in a caring and sensitive way.
The person responsible for dealing with any complaint about the service we provide is Mrs Farzana Ahmed.
Listed below is the procedure used by Priory Dental Clinic in dealing with patient complaints:
- If a patient complains on the telephone or at the reception desk, we will listen to their complaint and refer them to Dr Shabir Ahmed immediately. If Dr Shabir Ahmed is not available at the time, the patient will be told when they will be able to speak to him and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass it on. 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 the letter will be passed on immediately to Mrs Farzana Ahmed.
- If a complaint is about any aspect of the clinical care or associated charges it will normally be referred to the dentist, 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 as soon as possible, normally within 3 working days. We will seek to investigate the complaint within ten working days of receipt. 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 of the complaint in writing immediately after completing our investigation.
- Proper and comprehensive records are kept of any complaint received.
- If patients are not satisfied with the result of our procedure then a complaint may be made to:
- The Dental Complaints Service (08456 120 540) for complaints about private treatment.
- The General Dental Council, 37 Wimpole Street, London, WIM 8DQ (the dentist’s registration body).