Complaints Procedure

Dr Heffernan takes a complaint very seriously and we try to ensure that all our patients are pleased with their experience of our service. In the unlikely event of a complaint, it is dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on the following objectives.

Our aim is to react to a complaint in the way in which we would want our complaint about a service to be handled. It is our intention to learn from any mistake we might make, and we respond to patient's concerns in a caring and sensitive way. To ensure any complaint that we might receive is dealt with quickly, efficiently and courteously and a solution is implemented which satisfies both the complainant and the practice.

The person responsible for dealing with a complaint about the service which we provide is Dr Kate Heffernan

Should a patient complain on the telephone or at the reception desk, we will listen to their complaint and offer to refer them to Verity. If Verity is not available at the time, the patient will be told when they will be able to talk to the dentist and arrangements will be made for this to take place. The member of staff will take brief details of the complaint and pass it on. Should we be unable to arrange this within a reasonable period or should the patient not wish to wait to discuss the matter, arrangements will be made for another member of staff to deal with it.

Should a patient complain in writing the letter or email will be passed on immediately to Dr Heffernan

Should a complaint be about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to take place.

We will acknowledge the patient's complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days.

We will seek to investigate the complaint within ten working days of receipt and to give an explanation of the circumstances which led to the complaint. Should the patient not wish to meet with us, then we will attempt to make contact by telephone. Should we be unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed. A copy of the form is held in the complaint file and the original is passed to Dr Heffernan and a copy kept in the patient's file.

Complaints should be reviewed often, and any long-term preventive action discussed.

Should patients not satisfied with the result of our procedure then a complaint may be referred to: The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER (Telephone: 08456 120 540) for complaints about private treatment; or: The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone: 0845 222 4141), the dentists' regulatory body for complaints about professional misconduct

Last updated:  December 2022
Review date:  December 2023