We actively invite your suggestions and feedback to help us refine the service we offer. Receiving a testimonial from our wonderful patients is really rewarding for the whole team.
If you feel unhappy with any aspect of your experience then we will do our best to resolve this for the benefit of all concerned. Below is a copy of our formal complaints procedure.
HIGHWORTH DENTAL CARE – COMPLAINTS PROCEDURE
If you have a complaint or concern about the service you have received form the dentists or any of the staff working in this practice, please let us know. We operate a practice complaints procedure that system adheres to national criteria. A copy of our complaints policy can be downloaded here…
HOW TO COMPLAIN
We hope that most problems can be sorted out easily and quickly, at the time they arise and with the person concerned. If your problem cannot be sorted in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened most easily. If it is not possible to do that, please let us have details of your complaint: ·
-within 6 months of the incident that caused the problem; or
-within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.
Complaints about the treatment you received should be made to the dentist who normally sees you. Alternatively, you may ask for an appointment with Stephanie Hayler in order to discuss your concerns. She will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will help if you are as clear as possible about your complaint.
WHAT WE WILL DO
We shall acknowledge your complaint within 3 working days and give you a time scale in which we to investigate and respond to your complaint. We will keep you informed of any progress, letting you know of any delays in resolving your complaint. We shall then be in a position to give you an explanation, or offer a meeting with those involved. In investigating your complaint, we shall aim to:
· find out what happened and what went wrong and enable you to discuss the problem with those concerned, if you would like this;
· ensure you receive an apology, where this is appropriate;
· identify what we can do to make sure the problem does not happen again.
YOU MAY THE FOLLOWING CONTACTS USEFUL:
Independent Complaints Advocacy Service (ICAS)
Tel: 01579 345193
The Parliamentary and Health Service Ombudsman Tel: 0345 015 4033
Dental Complaints Service
Tel. 08456 120 540 E-mail:firstname.lastname@example.org
The General Dental Council
Tel. 020 7887 3800
For those patients registered at this practice with Practice Plan, you can contact Practice Plan by telephone for advice: Tel. 01691 684120
Download information on our Complaints Policy