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Complaints Procedure

Introduction

At Dental Opulence, we take complaints very seriously and strive to ensure that all our patients are satisfied 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 address complaints in the manner in which we would want our own complaints about a service to be handled. We learn from every mistake we make and respond to patient concerns in a caring and sensitive manner.

Responsibility for Complaints

The person responsible for dealing with any complaint about the service we provide is Dr Ali Al Hassan the Practice Principal.

Complaints Handling Process

1. Complaints Made in Person or by Telephone

If a patient complains by telephone or in person, we will listen to their complaint and offer to refer them to the Practice Principal immediately.
If the Practice Principal is not available at the time, the patient will be informed of when they will be able to speak with the Practice Principal, and arrangements will be made accordingly.
The staff member will take brief details of the complaint and pass them on to the Practice Principal.
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 handle it.

Complaints Made in Writing or by Email

If the patient complains in writing or by email, it will be passed on immediately to the Practice Principal, Dr Ali Al Hassan the Practice Principal.
If the complaint is about any aspect of clinical care or associated charges, it will typically be referred to the dentist concerned, unless the patient does not wish for this to happen.

Acknowledgement and Investigation

We will acknowledge the patient's complaint in writing and enclose a copy of this code of practice within three working days.
We aim to investigate the complaint within ten working days of receipt to provide an explanation of the circumstances that led to the complaint.
If the patient does not wish to meet, we will attempt to speak with them on the telephone.
If we are unable to investigate the complaint within ten working days, we will notify the patient, providing reasons for the delay and a likely timeframe for completion.

Response

We will confirm the decision regarding the complaint in writing immediately after completing our investigation. Proper and comprehensive records are kept of any complaints received as well as any actions taken to improve services as a result of a complaint.

Escalation of Complaints

If patients are not satisfied with the result of our procedure, a complaint may be made to:

The Parliamentary and Health Service Ombudsman
Address: Millbank Tower, Millbank, London, SW1P 4QP
Telephone: 03450 154 033
Website: Website: www.ombudsman.org.uk
The Dental Complaints Service
Address: The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER
Telephone: 08456 120 540
Website: Website: www.dentalcomplaints.org.uk
The General Dental Council
Address: 37 Wimpole Street, London, W1N 8DQ
Telephone: 08452 224 141
Website: Website: www.gdc-uk.org