COMPLAINTS PROCEDURE

 

 

In this practice we take complaints very seriously and try 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.

A complaint must be made in writing. You will receive confirmation and a reference of the complaint within 3 working days. You will receive a full written response within the timescale agreed with you. The time taken to investigate your complaint will depend on its complexity and the number of people involved. We shall then be in a position to offer you an explanation, or a meeting if that is more appropriate. 

When we look into your complaint, we aim to:
• Find out what happened and what should have happened
• Make it possible for you to discuss the problem with those concerned if this is your wish
• Ensure the complaint is resolved to your satisfaction
• Make sure you receive an apology, where this is appropriate
• Identify what needs to be done to ensure the problem does not arise again

Our Principles are:
• To get it right
• To be patient focussed
• To be open and accountable
• To act fairly and proportionately
• To put things right
• To seek continuous improvement

Step 1
Please write to the practice Complaints Manager (Mr Veehar Malde) about the member of staff/clinician and the incident.

Step 2
We will reply in writing and aim to resolve the matter in a friendly and sympathetic manner. All of our efforts will be aimed to reach a conclusion which is fair to both parties.

Step 3
For private patients, if we are unable to reach a satisfactory conclusion, the Dental Complaints Service will review your case in full.
Dental Complaints Service (DCS)
37 Wimpole Street
London
W1G 8DQ
Tel: 08456 120 540 at local rate (Monday – Friday 9am – 5pm)

For NHS patients, if we are unable to reach a satisfactory conclusion, NHS England will review your case in full.
NHS England, PO Box 16738, Redditch, B97 9PT
Email: england.contactus@nhs.net

You may also complain to the Health Service Ombudsman by phone on 0345 015 4033 if you still feel your concerns have not been fully resolved.

Step 4
The General Dental Council will review your complaint if there has been a failure to reach an agreed resolution. This stage is the final process in the complaints procedure.
General Dental Council
37 Wimpole Street, London W1G 8DQ
Tel: 020 7887 3800

 

Address


Church Street Dental
6A Church Street
Somersham
Huntingdon
Cambridgeshire
PE28 3EG

Map


Opening Hours


Monday to Thursday – 8.30am to 5.00pm
(Closed between 1pm & 2pm for Lunch)
Friday – 8.00am to 4.30pm
(Closed between 12pm & 1pm for Lunch)
Saturday: By appointment only
Sunday: Closed

Coronavirus (COVID-19) Update

Thank you for your understanding whilst the practice has been closed owing to measures to protect both staff and patients during the COVID-19 pandemic

As you may have heard, the Prime Minister has advised that dental practices can reopen from 8th June 2020.

While this is welcomed news, it comes with a range of requirements, not all of which are yet fully defined, to make sure we are able to treat patients in a way that ensures the health and safety of all concerned. This will include enhanced personal protective measures and operating at a reduced capacity, thus as a consequence we will be seeing fewer patients per day.

Please be assured that the safety of our staff and patients is of paramount importance to us. We have always been focused on infection control, and in addition to what we have always done, we are augmenting our protocols to ensure our response to COVID-19 is both comprehensive and meticulous.

Initially we will be prioritising emergency/urgent care for patients who have contacted us needing help while we have been closed and we will be in contact with them over the coming weeks.

We will be contacting patients individually to arrange appointments where appropriate at this phase of the pandemic. There will be no “walk-in” appointment requests. Patients will only be seen with prior arrangement over the telephone.

As soon as we move to providing more routine care, we will let you know.

We really appreciate you bearing with us at this very difficult time.

If you require any dental advice or information, or feel you have a dental emergency please call or email us and we can arrange a telephone consultation.

Please call us on 01487 843 023 or email us on info@churchstreetdentalpractice.com