Code of Practice for patient complaints

Complaints Policy

We want all our patients to be pleased with the service they receive, so we take complaints seriously. If a patient makes a complaint, we will deal with it promptly and courteously. Our aim is to resolve the matter as quickly as possible following the agreed procedure and, wherever possible, to the satisfaction of the patient.

A complaint may indicate a failing on our part, which we can learn from and make improvements to our service. We will adopt a ‘no blame’ approach when investigating a complaint and especially where individuals are identified, with the aim of reaching a satisfactory conclusion. We will, at all times, be polite and respectful to our patients.

Practice Procedure

The Practice Complaints Manager is Helen Platts. She is responsible for dealing with all complaints about our service. Please contact Helen on 01226 246155 or email at Helen@k3cds.com.
If a patient makes a complaint in person or by telephone, the member of staff receiving the complaint makes an initial record of their concerns and checks this for accuracy with the patient. The patient is given a copy of the record and the original is passed to the Complaints Manager. If the Complaints Manager is available, the patient is asked whether they would like to see her immediately. Otherwise the patient is advised when the Complaints Manager will make contact to arrange a meeting in person or by telephone.
If the patient complains in writing or by e-mail, the complaint will be passed immediately to the Complaints Manager.
Complaints about clinical care or the amount charged for treatment will be referred to the dentist concerned, unless the patient requests otherwise.
All complaints are acknowledged in writing as soon as possible but within three working days. A copy of this code of practice will be sent with the acknowledgement. If the patient has not yet discussed the matter with the Complaints Manager, they will be offered the opportunity to do so and also be asked how they would like to be kept informed of developments – by letter, e-mail, and telephone or face-to-face meetings. The patient will also be advised of the process we will follow in resolving the complaint and the anticipated timescale.
We will investigate the complaint speedily and efficiently and, as far as reasonably practicable, will keep the patient informed of our progress. Investigations will normally be completed within six months.
On completion of our investigation, we will provide the patient with a full written report, which will include:
- an explanation of how the complaint has been considered,
- the conclusions reached in respect of each specific part of the complaint,
- details of any necessary remedial action, and
- whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.
If a patient is not satisfied with the result, then the complaint may be referred to:

Telephone: 020 8253 0800 or email info@dentalcomplaints.org.uk for complaints about private treatment.
General Dental Council (GDC): 020 7167 6000 or www.gdc-uk.org/complaints
Care Quality Commission (CQC): 03000 616161 or enquiries@cqc.org.uk

Or write to:
Dental Complaints Service
37 Wimpole Street
London
W1G 8DQ

Financial Ombudsman – https://www.financial-ombudsman.org.uk/
Email: complaint.info@financial-ombudsman.org.uk
Helpline: 0800 023 4567

If you are dissatisfied with our response and your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8-week holding letter. Further information and contact details can be found on www.financial-ombudsman.org.uk.

The Dental Surgeons at this Practice Are

Dr Ollie Beukes BChD (Pret)
Dr Ernst Schubert BChD, BMedSci
Dr Mary John BDS
Dr Georgiana Sarchiz BDS
Dr Jennifer Taylor BDS
Dr Sergiu Sarchiz BDS
Dr Bogdan Ghencea BDS

Clinical Dental Technician

Mr Joseph O’Reilly

Dental Hygienists

Mrs Kirsty McAra Marsh
Mrs Jennifer James
Ms Catherine Lee
Miss Marie Pearson