Adrian Binney and his team takes complaints and comments very seriously indeed and he tries to ensure that all patients are pleased with their dental care and case management
Should patients complain, the complaints are dealt with courteously and promptly so that the matter can be resolved as quickly as possible, to everybody’s satisfaction. The procedure is aimed at achieving these objectives.
Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake and comment, using the experience to help the dental care team grow for the future. We respond to customers’ concerns in a caring and sensitive way.
1. The person responsible for dealing with any complaint about the service which we provide is Mr Adrian Binney
2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to Mr Binney immediately. If he is not available at the time, then the patient will be told when they will be able to talk to Adrian or another member of the clinical team and arrangements will be made for this to happen, and a formal time and date arranged. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements can be made for another member of the team to deal with it.
3. If the patient complains in writing the letter will be passed on immediately to Mr Adrian Binney
4. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 5 working days. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them at a planned telephone call. If we are 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.
5. We will confirm the decision about the complaint in writing immediately after completing our investigation.
6. Proper and comprehensive records are kept of any complaint received.
7. If patients are not satisfied with the result of our procedure then a complaint may be made to:
a. The Dental Complaints Service (08456 120 540) for complaints about private treatment
b. The General Dental Council, 37 Wimpole Street, London, W1M 8DQ
