Complaints handling procedure

The Redland Road Dental Practice is a long established practice dedicated to patient care. Our aim is to provide a high standard of treatment in accordance with the wishes of patients. When problems occur it is our policy to ensure that faults are rectified swiftly and complaints taken seriously.

1. The person responsible for dealing with any complaint about the service which we provide is Emma Taylor (practice manager) under the guidance of David Obree (GDC number 60951).

2. If a patient complains via telephone or at the reception desk we will listen to their complaint and offer to refer the patient to Emma immediately. If Emma is not available at the time then the patient will be told when they will be able to talk to the dentist 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 for someone else to deal with it.

3. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within five working days.

4. We will respond to the complaint within fifteen working days. If we are unable to investigate the complaint within fifteen working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

5. The dentist who carried out the treatment will be asked to respond.

6. We will allow the patient to make further representation within thirty working days.

7. We will then make a final offer of resolution within fifteen working days of the final response. A second dentist will be asked to reconsider your representation and make a final response in consultation with the practice manager.

8. The practice has a policy of local resolution. Should a patient not be satisfied with the outcome of the practice complaints procedure, we will liaise with the patient and advise them of their options for continuing the complaint by other means.

9. Proper and comprehensive confidential records are kept of complaints received.

Further referrals can be made to:

Dental Complaints Service for private patients
Telephone: 020 8253 0800

The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the dentists’ registration body)

Primary Care Organisation:
NHS Bristol, South Plaza
Marlborough Street
Bristol BS1 3NX

The Care Quality Commission
Telephone:  03000 616161