Policy Statement:

If you have a complaint or concern about the service you have received from the dentists or any of the staff working in this practice, please let us know. We operate a practice complaints procedure. Our complaint system adheres to national criteria.

How to Complain

We hope that most problems can be sorted out easily and quickly, at the time they arise and with the person concerned. If your problem cannot be sorted in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened most easily.

Complaints about the treatment you received should be made to the dentist who normally sees you. Alternatively, you may ask for an appointment with Robbie Curnock (Reception Manager) in order to discuss your concerns. She will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will help if you are as clear as possible about your complaint.

What We Shall Do

We shall acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us. We shall then be in a position to give you an explanation, or offer a meeting with those involved. In investigating your complaint, we shall aim to:

  • find out what happened and what went wrong
  • enable you to discuss the problem with those concerned, if you would like this;
  • ensure you receive an apology, where this is appropriate;

Complaining on Behalf of Someone Else

Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have the permission to do so. A note signed by the person concerned will be needed unless they are incapable of providing this because of physical or mental illness or are a child under 16 years.

Complaining to Dental Complaints Service

We hope that, if you have a problem, you will make use of our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, this does not affect your right to complain to the Dental Complaints Service, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. If you wish further advice/information you should contact.

Denplan’ s Complaint Handling Team Tel: 0800 169 7220
BDA Advice Sheet B10 ‘ Handling Complaints’ . B11’ Handling Private Practice Complaints’ . http://www.bda.org Tel no: 0207 935 0875
NHS Executive’ s Guidance Pack “Complaints: Listening, Acting, Improving”
Dental Complaints Service. Tel no: 08456 120 540 www.dentalcomplaints.org.uk
GDC Standards Guidance “Principles of Complaints Handling” www.gdc-uk.org

You may also like to contact:
The General Dental Council
37 Wimpole Street
Tel. 020 7167 6000
E-mail: Complaints@gdc-uk.org

Care Quality Commission
Healthcare Team
Newcastle upon Tyne
Email: info@cqc.org.uk
Website: www.cqc.or.uk
Telephone: 03000616161
Fax: 03000616171

For those patients who have a complaint regarding treatment they have received under the NHS the contact details are:

By post to:NHS England, PO Box 16738, Redditch, B97 9PT

By email to: england.contactus@nhs.net

Please state: ‘For the attention of the complaints manager’ in the subject line.

By telephone: 0300311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)

Patient Advice andLiaisonService (PALS)

PALS is a confidential service that provides information advice and support for patients, families and carers.

For further enquiries call PALS on Freephone 08000151 548 or land-line 01452 566698. community.pals@glos.nhs.uk

Patient Advice & Liaison Service
Gloucestershire Care Services NHS Trust
Edward Jenner Court, 1010 Pioneer Avenue, Gloucester Business Park, Brockworth, Gloucester GL3 4AW Email: GLCCG.enquiries@nhs.net Telephone: 0300 421 1500

For those patients registered with this practice with Denplan can contact Denplan by telephone for advice:
Denplan Court, Victoria Road, Winchester, Hampshire, SO23 7RG
Email: cae@denplan.co.uk
Telephone: 0800 401 402