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Complaints Procedure

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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, 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 and we will be happy to answer any questions you may have about this procedure. If you are not entirely satisfied with any aspect of our care and service, please let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as written complaints.

 

Emma Daynes is the Complaints Manager and will be your personal contact to assist you with any complaints.

You can send your complaints to:

Unit 10A Mansfield Business Park, Medstead, Hampshire, GU34 5PZ

You can also call us on 01420 550616 or email the Complaints Manager on practicemanager@shinedentalclinic.co.uk.

Our complaints process

If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when it is suitable for you and the client. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint. If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you at least every ten working days to keep you informed of the reason for any delays, the progress of the investigation and the proposed date it will be completed.

Responses and outcomes

When the investigation has been completed, you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can. You will also be invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatment or other solutions that meet your needs and resolve the complaint.

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take the matter further; please see the contacts below. You can contact the GDC private dental complaints service within 12 months of treatment or within 12 months of becoming aware of the issue.

Contacts

GDC private dental complaints service

The GDC private dental complaints service can be contacted by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk. The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org, contact them on information@gdc-org.uk or by calling 020 7167 6000.

NHS England

NHS England can be contacted at england.contactus@nhs.net, with ‘for the attention of the complaints team’ in the subject line.

Parliamentary Health Ombudsman England

Contact the Parliamentary Health Ombudsman by calling 0345 015 4033 or visiting www.ombudsman.org.uk.

CQC    

The Care Quality Commission (CQC) regulates private and NHS dental care services in England. They can be contacted by calling 03000 616161. They can take action against a service provider that is not meeting their standards.

Appointments 01420 550 616