In this practice, we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service.

When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service which we provide Mr Brendan Assibi, Practice Principal.
  2. If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the Practice Principal immediately. If the Practice Principal is not available at the time, then the patient will be informed when they will be able to talk to the Practice Principal and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the Practice Principal. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  3. If the patient complains in writing or by email, it will be passed on immediately to the Practice Principal, Mr Brendan Assibi.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
  6. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  8. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
  9. If patients are not satisfied with the result of our procedure then a complaint may be made to:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 03450 154 033 www.ombudsman.org.uk.

The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540 www.dentalcomplaints.org.uk.

The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 08452 224 141, the dentists’ regulatory body for complaints about professional misconduct.

TESTIMONIALS

WE LOVE OUR PATIENTS

“I can honestly say this is the most friendliest place where the staff are so welcoming, and you really are made to feel at ease. My anxiety normally goes through the roof whilst visiting the dentist or any other public...”

Mark star 1

“A perfect experience from start to finish. The Threemilestone Dental Practice is very well kept which can be noticed from the second you walk out the car to sitting in the comfortable waiting area to their surgery facilities. All the...”

Leonard star 1

“I have been coming to this practice for 20+ years. I used to be an NHS patient, but now I'm on a private dental plan as I like knowing I can get an appointment within 2 weeks if needed, rather...”

Bee star 1

“I booked myself in for a hygienist appointment. I love their new EMS Airflow clean compared to the usual hygiene clean you get at a dentist. It felt way less invasive, and the stains on my teeth were completely removed....”

Jack star 1

“Overall nice experience! They are trustworthy and like to crack jokes. It wasn’t awkward when talking to them as they always chip into the conversation to make you feel better. I have bad anxiety, so they made sure I was...”

Savannah star 1

VIEW ALL TESTIMONIALS

Get in touch

enquiry bottom leaf white plain shape

instagram instagram FOLLOW US ON INSTAGRAM

Google Rating
4.7
Google Rating
Google Widget Icon