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Complaints Procedure - Information for Patients

If you have a complaint or concern about the service you have received from the dentists or any of the staff working in this practice, please let us know. We operate a practice complaints procedure. Our complaint system adheres to national criteria.
 
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 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 6months of the incident that caused the problem; or
* within 6 months of discoveringthat you have a problem, provided this is within 12 months of the incident.
 
Complaints after the treatmentyou received should be made to the dentist who normally sees you. Alternatively , you may ask for an appointment with Dawn Davies in order to discuss your concerns. She will explain the complaints procedureto 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 Shall Do
 
We shall acknowledge your complaintwithin 2 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us. 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 happend and what went wrong
* enable you to discuss the problem with those concerned, if you would like this;
* ensure you recieve an apology, where this is appropriate;
* identify what we can do to make sure the problem does not happen again.
 
Complaining on Behalf of Someone Else
 
Please note that we keep strictly to the rules of confidentiality. I you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless that they are incapable of providing this because of physical or mental illness or a child under 16 years.
 
Complaining to Dental Complaints Service
 
We hope that, if you have a problem, you will make use of our practice complaints procedure.We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However this does not affect your right to complain to to the Dental Complaints Service, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. If you wish further advice you should contact:
 
Dental Complaints Service
The Lansdowne Building
2 Lansdowne Road
Croydon
CR9 2ER 
 
Email: info@dentalcomplaints.org.uk
 
You may also like to contact The General Dental Council for more advice
 
The General Dental Council
37 Wimpole Street
London
W1M 8DQ
Tel 020 7887 3800
 
Email Complaints@gdc-uk.org

For those patients registered with Denplan at this practice contact Denplan by telephone for advice on 0800 169 7220

 

 

 
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