This detailed complaints procedure notice outlines the process Patients need to go through if they wish to make a complaint about the treatment they have received. The wording is reassuring and courteous towards the Patient, to let them know that you will react to their complaint as efficiently and considerately as possible. The Notice also displays contacts for taking a complaint further. We also have a Notice from the NHS Collection features the NHS Logo and Branding. Check our our NHS branded poster

Size: A4

The poster says

Complaints Procedure

In this practice we take complaints very seriously 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
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 all complaints is the Practice Manager.

2. 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.

3. 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.

4. We will confirm the decision about the complaint in writing immediately after
completing our investigation.

5. Proper and comprehensive records are kept of any complaint received.

6. If patients are not satisfied with the result of our procedure then a complaint
may be made to:

The Dental Complaints Service,
The Lansdowne Building, 2 Lansdowne
Road, Croydon, Greater London CR9 2ER
(Telephone: 08456 120 540)

The General Dental Council,
37 Wimpole Street, London, W1M 8DQ
(Telephone: 0845 222 4141), the dentists’
regulatory body for complaints about
professional misconduct.

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