Patient Complaints Procedure

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, we 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.

If you are not entirely satisfied with any aspect of our care or service please let us know as soon as possible to allow us to address your concerns promptly.

  • If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly with NHS England at england.contactus@nhs.net with ‘For the attention of the complaints team’ in the subject line

Laura Channing is the Complaints Manager and will be your personal contact to assist you with any complaints. If your verbal complaint is not resolved to your satisfaction within 3 days or if you complain in writing, the Complaints Manager will acknowledge it in writing within 5 working days and will aim to provide a full response in writing within 28 days. If the process takes longer than this, you will be informed of the reason for the delay and the progress of the complaint.

If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when the person is next available.  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 which may also include the Professional Indemnity organisation of the treating clinician.

If the complaint investigation takes longer than anticipated the Complaints Manager will keep you informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing and 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, 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 it further, please see the contacts below.

Contacts

For private dental treatment you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk

If you are still unhappy about your NHS complaint, you can contact the Parliamentary Health Ombudsman (England): by calling 0345 015 4033 or visiting www.ombudsman.org.uk. The Ombudsman makes the final decision on complaints that have not been resolved by the NHS in England.

You can find more information about the NHS complaints process, what to expect from it and other ways to give feedback on the NHS Choices website.

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