Dentata Charta Dental Centre
Complaints Handling Policy

At Dentata Charta Dental Centre, we are committed to providing excellent service and care. We take any complaints seriously and strive to resolve them promptly and courteously. This policy outlines our approach to handling complaints for both private and NHS dental treatments.

Code of Practice for Patient Complaints

We approach complaints with the same care and attention we would expect if we were the ones raising a concern. We view every complaint as an opportunity to learn and improve our services.

Key Responsibilities

• Complaints Manager: Lavinia Swann-Auger
  Lavinia is responsible for managing and addressing complaints related to the services we provide.

Procedure for Handling Complaints

1. Initial Complaint Handling

   • In Person or Telephone Complaints: If a patient complains in person or over the phone, we will listen carefully and refer them immediately to the Complaints Manager. If the Complaints Manager is unavailable, the patient will be informed of the next available opportunity to discuss their concerns. Brief details of the complaint will be noted and passed on to the Complaints Manager.

   • Written or Email Complaints: Any complaints received in writing or via email will be forwarded immediately to the Complaints Manager.

2. Clinical Care and Charges Complaints

   • Complaints regarding clinical care or associated charges will typically be referred to the dentist involved, unless the patient prefers otherwise.

3. Acknowledgement and Communication

   • We will acknowledge receipt of the complaint in writing within three working days. A copy of this complaints handling policy will be included. We will offer to discuss the complaint with the patient and agree on the preferred method of communication (e.g., phone, face-to-face, letter, or email). If the patient prefers not to discuss the matter, we will still inform them of the investigation process and expected timeline.

4. Investigation Timeline

   • We aim to investigate complaints swiftly, ideally within ten working days for private treatment complaints and within six months for NHS treatment complaints. If more time is needed, we will inform the patient of the delay, explain the reasons, and provide an updated timeline.

5. Conclusion and Response

   • After completing the investigation, we will provide a written response to the patient. This will include:

     • An explanation of the complaint investigation.

     • Conclusions reached for each aspect of the complaint.

     • Details of any remedial actions taken or proposed.

     • Confirmation of our satisfaction with any actions already taken or those planned.

6. Record Keeping

   • Comprehensive records of all complaints and subsequent actions taken are maintained. We use this information to enhance our services continuously.

Further Steps if Unsatisfied

If a patient remains unsatisfied with the outcome of their complaint, they may escalate the issue to the following organizations:

• Private Treatment Complaints:

  • Dental Complaints Service
    The Lansdowne Building,
    2 Lansdowne Road,
    Croydon, Greater London, CR9 2ER
    Telephone: 08456 120 540
    Website: www.dentalcomplaints.org.uk

• NHS Treatment Complaints:

  • Rushbrook House
    Paper Mill Lane,
    Bramford, Ipswich, IP8 4DE
    Telephone: 01473 770000
    Email: office@suffolkpct.nhs.uk

• Professional Misconduct Complaints:

  • General Dental Council
    37 Wimpole Street,
    London, W1M 8DQ
    Telephone: 0845 222 4141