Patient Complaints Procedure

Our Commitment to you.

It is our aim to ALWAYS have satisfied patients, to meet your expectations and care of service, and to resolve any complaints as effectively, efficiently and politely as possible.

We take complaints VERY seriously, 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 will be happy to answer any questions you may have about this procedure.

If you are not entirely satisfied with any aspect of your care, please let us know as soon as possible to allow us to address your concerns promplty. We accept complaints made verbally as well as written complaints.

Julie Fisher is the Complaints Manager, and will be your personal contact to assist you with any complaints.

You may also send your complaint to:

95 Belvidere Road, WALLASEY, CH45 4RX,

or call reception on 0151 639 7939

or email hello@dentalhygienestudio.co.uk

 

If Julie is unavailable, we will take brief details about the complaint and will arrange a meeting when is mutually convenient for you and the practice. 

We will keep comprehensive and confidential record of your complaint, which will be stored securely and ONLY accessible to those who need to know about your complaint. If the complaint takes longer than anticipated, Julie will contact you at least every 10 working days to keep you informed of the reason for the delay, the progress of the investigation, and the proposed completion date.

 

When the investigation has been completed, you will be informed of the outcome in writing. We will make our response clear, addressing each of your concerns as best we can. You will be then invited to another meeting to discuss the outcomes. These outcomes may include replacing treatment, refunding fees paid, referring for specialist treatment, 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. Thats why we always welcome your feedback, comments, suggestions and complaints. 

If you are dissatisfied with out response to a complaint, you can take the matter further, please see contacts below.

 

CONTACTS

GDC complaints service can be contacted within 12 months or the treatment, or within 12 months of becoming aware of the issue by calling:

020 8253 0800 

or by visiting www.dentalcomplaints.org.uk

The GDC is responsible for regulating all dental professionals. You can access their online form at:

www.gdc-uk.org 

or call 020 7167 6000