How we handle concerns and complaints
Here at Smile Style we hope that all patients are pleased with our services and happy with their experience. We acknowledge that there may be occasions where we fall short and we promise to take concerns and complaints very seriously. If we receive a complaint it is our intention to always deal with the matter courteously and promptly to find a resolution as quickly as possible. Our practice policy is based on these objectives.
Our aim is to react to complaints in the way in which we would want a complaint about services we raised to be handled. We endeavour to learn from our mistakes and will respond to our patients’ concerns in a caring and sensitive way.
- The persons responsible for dealing with any complaint about the services we provide are: Julie Randle our Practice Manager or Richard Howarth
- If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer them to the Practice Manager immediately. If the Practice Manager is 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 can not arrange this within a reasonable period or if the patient does not wish to wait or return to discuss the matter, arrangements will be made for someone else to deal with the complaint.
- If the patient complains in writing by letter or email it will be passes immediately to Julie Randle the Practice Manager.
- We will acknowledge the compliant in writing by letter or email and enclose a copy of this code of practice as soon as possible , normally within two working days. We will investigate the complaint within ten working days of the complaint being received to give an explanation of the circumstances which led up to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the phone or by letter or email. If we are unable to complete our investigation of the complaint within ten working days we will notify the patient, giving reasons for the delay and the likely period within which the investigation will be completed.
- We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.
- Proper and comprehensive reports are kept of any complaint received.
- If a patient is not satisfied with the result then a complaint may be made to:
The General Dental Council
37 Wimpole Street
LondonW1M 8DQUk local rate telephone number 0845 222 4141
Principle Dentist – Richard Howarth BDS GDC number 63778