Practice Complaints Procedure

Complaints Officer: Sharon Upham (Practice Manager)

In the event of a complaint, please inform a member of staff who will try and resolve the problem immediately. If the problem cannot be resolved immediately, the Complaints Officer will investigate the complaint and respond within two days verbally, in person, or by telephone. If a written response is required, this will be provided within 10 working days, to include:

A summary of the complaint, an explanation of events from the point of view of the Practice, an apology where appropriate and details of preventive measures to stop recurrence of the problem.

If a patient remains dissatisfied or is unwilling to participate with the outcome, we will record events and the matter can be referred to the appropriate third party – Dental Complaints Service