Complaints Procedure

Complaints Policy

At Tavern Street Dental Practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with promptly so that the matter is resolved as quickly as possible.

Our aim is to manage complaints in the way in which we would want our complaint about a service to be handled. We do value both positive and negative feedback from our patients and will look to learn from complaints to improve the services which we provide.

If we have made a mistake we will respond to patients’ concerns in a caring and sensitive way and work towards an amicable resolution.

Our procedure is based on the following objectives:

1. Mr Pravin Raval is our Practice Complaints Manager. His role is to oversee our complaints.

2. Patients are able to make a complaint in-person, over the phone, via email or in writing.

3. Once a complaint has been received by our practice it will be passed over to Mr Pravin Raval.

4. If a complaint is about any aspect of clinical care or associated charges it will normally be passed over to the clinician(s) concerned to investigate and respond to. Normally in situations like this the responsible clinician will then take over the management of the complaint.

5. We will acknowledge the patient’s complaint in writing and enclose a copy of this complaints policy, normally within 3 working days. We will inform the patient about how the complaint will be handled and the likely time that the investigation will take to be completed.

6. We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far as is reasonably practicable, as to the progress of the investigation. Investigations will normally be completed within 20 days.

7. When we have completed our investigation, the responsible person for the complaint will endeavour to provide the patient with a full written response to their complaint.

8. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.

9. If patients are not satisfied with the result of our procedure then a complaint may be referred to:

NHS Patient Complaints

Parliamentary and Health Service Ombudsman
Citygate
Mosley Street
Manchester
M23HQ
Phone Number: 0345 015 4033

Private Patient Complaints

Dental Complaints Service
37 Wimpole Street
London
W1G 8DQ
Phone Number: 0208 253 0800