Complaints Procedure

At Stukeley Dental Practice we like to ensure that all our patients leave satisfied with their experience of
our services, where upon patients are dissatisfied we take complaints seriously.

If a complaint is received by a patient we ensure that it is dealt with courteously and promptly so that the
matter is resolved as quickly possible to hopefully resolve the matter equably. We learn from any
complaint made and intend to respond to patients concerns in a sensitive and caring way.

1. Practice manager W. Delany is responsible for dealing with any complaints made about our
service.

2. If a patient makes a complaint via telephone, the member of staff receiving the complaint will
make an initial record of the patients concerns and then report it to the practice manager who will
check it for accuracy. If the practice manager is available when the complaint is being made the
patient will be asked if they would like to see/speak to her immediately; where this is not possible
the patient will be advised when the practice manager will next be available either in person or via
telephone.

3. Complaints made via email or writing will be passed on immediately to the practice manager.

4. Any complaints made about clinical care or the amount charged for treatment will be referred to
the dentist concerned unless the patient wishes to speak to the practice manager.

5. Complaints in writing will be acknowledged within three working days and a copy of this code of
practice will be enclosed.

6. Investigations into complaint are aimed to be dealt with within ten working days of receipt to give
an explanation of the circumstances which led to the complaint. If we are unable to investigate the
complaint within ten working days we will notify the patient explaining the reasons for the delay
and the period of time in which the complaint is likely to be dealt with.

7. Once we have completed our investigation we will provide the patient with a full written report
which will include: an explanation of how the complaint has been considered, conclusions
reached in respect of each specific part of the complaint, details of any necessary remedial action,
whether the practice is satisfied with any action it has already taken or will be taken as a result of
the complaint.

Comprehensive and proper records will be kept of any complaint received as well as any actions taken to
improve services as a consequence of a complaint.

If a patient is dissatisfied with the result, then the complaint may be referred to:

• The Parliamentary and Health Service Ombudsman, Millbank Tower, London, SW1P 4QP.
Telephone: 03450 154 033 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: 08452 224 141,
the dentists’ regulatory body for complaints about professional misconduct.