At Whittaker Dental Practice, we take complaints very seriously and 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. We aim to react to complaints in the ways in which we would want our complaint about a service to be handled. We learn from every mistake that we make, and we respond to patient's concerns in a caring and sensitive way.
- The person responsible for dealing with complaints about the service we provide is Dr Raluca Ion and Practice Manager Aimee Latham. If there is a grievance with the Practice Manager, this can be directed to the Practice owners, John or Louise Whittaker.
- If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer the patient to speak to the practice manager. If the Practice Manager is not available at the time, then arrangements will be made for a convenient time for the patient and the Practice Manager to discuss the matter. The staff member will take brief details of the complaint and pass them on to the Practice Manager.
- If the patient complains in writing, the letter will be passed on immediately to the Practice Manager.
- If a complaint is about any aspect of clinical care or associated charges, it will normally be referred to the dentist John Whittaker 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 three working days. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within 10 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 about 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
The General Dental Council (The dentists’ registration body)
The Dental Complaints Service
The General Dental Council (The dentist’s registration body)
37 Wimpole Street
London
W1G 8DQ
Telephone: 020 8253 0800
Mon – Fri 9.00 till 5.00pm