COMPLAINTS PROCEDURE
Our Commitment to Patient Satisfaction
It is our aim to always have satisfied patients, to meet your expectations of care and service, and to resolve any complaints as efficiently, effectively, and politely as possible. We take complaints very seriously, investigating them fully and fairly, and taking great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint, and we will be happy to answer any questions you may have about this procedure.
How to Raise Concerns
If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as written complaints.
Complaints Management
Dr Agata Kijowska is the Complaints Manager, Nominated Individual and Registered Manager and will be your personal contact to assist you with any complaints. We aim to resolve verbal complaints within 24 hours where possible, but if you complain in writing the Complaints Manager will send an acknowledgement letter within 3 working days and will aim to provide a full response in writing as soon as practical.
Contacting Us
You can send your complaints to:
Calm Dental, Unit 1E, 2 New Tannery Way, London SE1 5ZW,
Call us on 020 7870 2702,
or email the Complaints Manager at [email protected].
Complaint Investigation & Resolution
If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when it is suitable for you and the practice. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible to those who need to know about your complaint. If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you at least every ten working days to keep you informed of the reason for any delays, the progress of the investigation, and the proposed date it will be completed.
When the investigation has been completed, you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can. You will also be invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments, or other solutions that meet your needs and resolve the complaint.
Continuous Improvement
We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions, and complaints. If you are dissatisfied with our response to a complaint, you can take the matter further; please see the contacts below.
External Complaint Escalation
If you are dissatisfied with our response to a complaint, you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue. Please see the contact details below.
Contacts
GDC Private Dental Complaints Service
Tel: 020 8253 0800
Website: www.dentalcomplaints.org.uk
Care Quality Commission (CQC)
Tel: 03000 616161
Website: www.cqc.org.uk
General Dental Council
Tel: 020 7167 6000
Email: [email protected]
Website: www.gdc-uk.org