Patient Complaints Procedure

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, we investigating  them in a full and fair way and take 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 very happy to answer any questions you may have about this procedure

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

If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly to : NHS England at englandcontactus@nhs.net with "for the attention of The complaints team" in the subject line

 

Louise Fry is the Complaints Manager and will be your personal contact to assist you with any complaints.

You can send your complaint to 63 Chorley Road, Swinton, Manchester M27 4AF, you can call us on 0161 727 3015 or email the complaints manager at swinton.dentalcentre@nhs.net.

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 both you and the practice.  We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible only by 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 of its completion

 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 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.

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.

if you are dissatisfied with our response to a complaint you can contact the GDC private dental complaints service within 12 months of treatment or within 12 months of becoming aware of the issue. Please see the contact details below.

 

The General dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-org, contact them on information@gdc-org.uk or by calling 020 7167 6000