Suggestions and complaints
We actively invite your suggestions and feedback to help us refine the service we offer. Receiving a testimonial from our wonderful patients is really rewarding for the whole team.
If you feel unhappy with any aspect of your experience then we will do our best to resolve this for the benefit of all concerned. The first step is to tell us about it. In many cases, complaints can be dealt with effectively and efficiently. You can email us at holly@greenroomdental.co.uk, phone us on 01637 879889 or just come in to the practice and talk to us. We really do want to help.
Green Room Dentistry 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.
The person responsible for dealing with any complaints in the practice is: Holly Cowling
Complaints Made Verbally
If you wish to make a complaint over the phone or in person, we will listen to your complaint and offer to refer you to the complaints lead. If they are unavailable, the staff member will take your details and a brief explanation of the complaint to pass on. Your complaint will be acknowledged within 3 working days.
Complaints Made via Email or Letter
Any letters or emails regarding a complaint will be immediately passed to the complaints lead. Your complaint will be acknowledged within 3 working days.
Investigation
We will contact you to discuss your complaint unless it can be resolved easily. Any complaints involving clinical care will be referred to the treating dentist unless you request this not to happen.
We will then investigate your complaint and will aim to have a response for you within 10 working days. If it is not possible to resolve this within that timeframe, we will inform you and let you know when it is likely to be resolved.
Once we have made a decision regarding your complaint we will inform you by your preferred contact method.
It is possible that if a complaint regards clinical care or is complex, we may need to seek advice from our insurers, indemnifiers or legal advisors and, therefore, may need to share some of your information for this purpose.
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 https://dcs.gdc-uk.org/.
You can also contact the Care Quality Commission (CQC) who regulates dental care services in England by calling 03000 616161.
You can also contact the Parliamentary and Health Service Ombudsman if you are unhappy with how the practice, or ICB, has dealt with your complaint. Telephone: 0345 015 4033. Website: https://www.ombudsman.org.uk
The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org contact them on information@gdc-org.uk or by calling 020 7167 6000.