It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, we investigate them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint.
If you are not entirely satisfied with any aspect of our care or service please let us know as soon as possible to allow us to address your concerns promptly. This can be done by calling or speaking to one of our team directly or alternatively by writing a letter.
Dr Shiv Radia is the Complaints Manager and will be your personal contact to assist you with any complaints. Any written complaint will be acknowledged in writing within 3 working days. We will aim to provide a full response in writing as soon as practical (usually within 10 working days).
If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when the person is next available. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible only by those who need to know about your complaint.
If the complaint investigation takes longer than anticipated the Complaints Manager will keep you informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed.
When the investigation has been completed, you will be informed of its outcome in writing and invited to a meeting to discuss the results and any practical solutions that we can offer to you.
We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments and suggestions. If you are dissatisfied with our response to a complaint you can contact the organisations below.
The Dental Complaints Service – 020 8253 0800.
The Care Quality Commission (CQC) – 0300 0616 161.
The General Dental Council – online form on www.gdc-uk.org, or call 020 7167 6000.
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