It would be very helpful to have patient feedback. We need to know if we are meeting your expectations. Feedback can only help us provide the best service for you. We need to know what we are doing well. This information will allow us to develop your care further and make your experience even better. We want to know what is important to you, so please email reception@kingsmills.gg
We strive to provide the best care for all our patients, but should you feel that this has not been your experience your feedback would also be very much appreciated.
Your concerns should be brought to the attention of your dentist, who will endeavour to deal with the matter in a timely manner.
If your concerns cannot be answered straight away, we will contact you by telephone or in writing to acknowledge receipt of your comments within five working days. We will also provide you with details of the time scale and the procedure we shall follow when investigating your concerns.
Below are details of our complaints handling policy:
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.
Our aim is to react to complaints in the way in which we would want our own complaint about a service to be handled. We learn from any points that are raised and we respond to customers’ concerns in a caring and sensitive way.
- The person responsible for ensuring the correct handling of a complaint about the service which we provide is W.H. Gill, the principal.
- If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her firstly to the dentist that the complaint refers to. If they are not available at the time, then the patient will be told when they will be able to talk to them and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made with the patient on how best to contact them to deal with the situation as quickly as possible.
- If the patient complains in writing the letter or email will be passed on immediately to the dentist the complaint relates to. If they are not available it will be given to Dr Gill or the senior dentist on duty.
- If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the treating dentist, 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 five working days.
- We will seek to investigate the complaint within ten working days and ascertain an explanation of the circumstances which led to the complaint. We will try to resolve the situation by either telephone, face to face meeting or in writing. If we are unable to investigate the complaint within ten 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 communicate our findings about the complaint in writing promptly 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 Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER, Telephone: 08456 120 540, E-mail: info@dentalcomplaints.org.uk, Website: www.dentalcomplaints.org.uk, for complaints about private treatment.
- The General Dental Council, 37 Wimpole Street, London, W1M 8DQ, Telephone: 0845 222 4141, Website www.gdc-uk.org the dentists’ regulatory body for complaints about professional misconduct.