Introduction
We value your feedback and aim to provide the highest quality of dental care. If you have any concerns or complaints about our services, please follow this procedure:
Stage 1: Informal Resolution
- Raise your concern: In the first instance, please discuss your concerns with the dentist or staff member involved. We often find that many issues can be resolved quickly and informally at this stage.
- Timescale: We will aim to address your concerns within 5 working days.
Stage 2: Formal Complaint
If your concerns are not resolved informally, or you would prefer to make a formal complaint, please follow these steps:
- Write to us: Submit your complaint in writing (letter or email) to our Complaints Manager.
Please include:
Your name and contact details.
The date of your appointment and the name of the dentist or staff member involved.
A clear description of your complaint and the outcome you are seeking. - Investigation: The Complaints Manager will acknowledge your complaint within 3working days and initiate an investigation. This may involve reviewing your dental records, speaking with the staff involved, and potentially seeking independent advice.
- Timescale: We will aim to complete the investigation within 28 working days. You will receive a written response from the Complaints Manager outlining our findings and any actions we propose to take. If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you at least every 10 working days to keep you informed of the reason for any delays, the progress of the investigation and the proposed date if will be completed.
- Meeting: If you wish, we can arrange a meeting to discuss the outcome of the investigation.
Stage 3: External Options
- The Dental Complaints Service: If you are a private patient, you can contact the Dental Complaints Service, an independent body that can help resolve disputes between patients and dental professionals.
- NHS England: If you are an NHS patient, you can raise your concerns with NHS England.
- The General Dental Council: If your concerns are about the dentist's professional conduct or fitness to practice, you can contact the General Dental Council.
- The Parliamentary and Health Service Ombudsman: For NHS patients, the Ombudsman can investigate complaints about NHS services.
If you are not satisfied with the outcome of our investigation, you have several options:
GDC private dental complaints service can be contacted by calling 020 8253 0800 or visiting https://dcs.gdc-uk.org.
If you are still unhappy about your NHS complaint, you can contact the Parliamentary Health Ombudsman (England): by calling 0345 015 4033 or visiting www.ombudsman.org.uk
You can also contact The Care Quality Commission (CQC) who regulates private and NHS dental care services in England by calling 03000 616161. They can take action against a service provider that is not meeting their standards who may be able to help.
The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org, contact them at information@gdc-org.uk, or by calling 020 71676000.
Your rights:
- You have the right to complain without fear of any negative impact on your care.
- Your complaint will be treated confidentially.
Our Commitment:
We are committed to learning from complaints and using them to improve our services. We value your feedback and take all concerns seriously.
Contact Details:
Complaints Manager:
Samuel Higginson
Address:
Kimberley Park Dental Practice
29 Kimberley Park Road
FALMOUTH
TR11 2DA
Tel: 01326 312 264
Email: info@kimberleyparkdentist.co.uk
