At Muswell Hill Smile, we take complaints very seriously and try to ensure that 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 patients’ concerns in a caring and sensitive way.
- The person responsible for dealing with any complaint about the service that we provide is Fariba Banaie, the practice Complaints Manager at the email address: info@muswellhillsmile.co.uk
- If a patient complains by telephone or in-person, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to the Complaints Manager and arrangements will be made for this to happen. The member of staff will make a written record of your complaint and provide the patient with a copy as well as pass it on to the Complaints Manager. 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.
- If the patient complains in writing or by e-mail it will be passed on immediately to the Complaints Manager.
- If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist for a statement.
- We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days.
- We will seek to investigate the complaint as speedily and efficiently as possible and we will keep the patient informed, as far as is reasonably practicable, as to the progress of the investigation. Investigations will usually be completed within 10 working days.
- We will confirm the decision about the complaint in writing immediately after completing our investigation.
- Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services because of a complaint
If patients are not satisfied with the result of our procedure, then a complaint may be referred to:
- The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER, 08456 120 540 or www.dentalcomplaints.org.uk for complaints about private treatment.
- Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London, SW1P 4QP, telephone: 03450154033 or www.ombudsman.org.uk
- The General Dental Council, 37 Wimpole Street, London, W1M 8DQ the dentists’ registration body.
