Complaints policy

We want every patient to be pleased with their experience of our service. We therefore take complaints seriously and aim to deal with them courteously, promptly and fairly.

Our commitment

London Road Dental Practice maintains a complaints system for identifying, receiving, recording, handling and responding to comments, concerns and complaints. Patients and visitors should feel confident that they will be listened to and responded to without discrimination.

Complaints may be made verbally, in writing or with communication support. Where a person lacks confidence or needs help, practice staff will assist wherever reasonably possible. Complaints will be documented, investigated fairly and used to identify lessons and improvements.

How to make a complaint

A complaint can be made in person, by telephone, by email or in writing. Complaints should be directed to Dr B Kumar.

• If a patient complains by telephone or at reception, staff will listen and offer to refer the matter to Dr B Kumar as soon as possible.
• If Dr B Kumar is unavailable, the patient will be told when contact can be arranged. Brief details may be taken and passed on confidentially.
• Written complaints will be passed to Dr B Kumar promptly.
• Complaints concerning clinical care or associated charges may be referred to the clinician concerned unless the patient asks that this does not happen.

Our response timetable

1. We aim to send a written acknowledgement, with a copy of this policy, normally within three working days.
2. We aim to investigate the complaint within ten working days and explain the circumstances that led to it.
3. Where the investigation cannot be completed within that period, we will explain the reason for the delay and give an expected completion date.
4. We will confirm the outcome in writing after completing the investigation.
5. We will keep appropriate records of the complaint, outcome and any action taken to reduce the risk of recurrence.

Contacting the practice

If you remain dissatisfied

Private dental treatment

The Dental Complaints Service assists with unresolved complaints about private dental treatment. Its current published contact details are:

Dental Complaints Service
37 Wimpole Street
London
W1G 8DQ
Telephone: 020 8253 0800

Visit the Dental Complaints Service

NHS dental treatment

For NHS treatment, patients may complain to the commissioner or, after the local complaints process, ask the Parliamentary and Health Service Ombudsman to consider the complaint.

Parliamentary and Health Service Ombudsman
Customer Helpline: 0345 015 4033

Visit the NHS complaints guidance

Care Quality Commission

The Care Quality Commission does not normally resolve individual complaints, but patients can share information about the care they received. The CQC uses feedback when monitoring services.

Telephone: 03000 616161

Give feedback to the CQC