Our Commitment to Patient Satisfaction and Complaint Resolution
We are dedicated to meeting your expectations in terms of care and service quality, and we approach complaints with the utmost seriousness. Our commitment is to address any concerns or complaints you may have in an efficient, effective, and courteous manner, always upholding strict confidentiality.
We view complaints as opportunities for improvement and continually strive to enhance our care and services based on the feedback received. We want to emphasize that we do not discriminate against any patients who have voiced their concerns.
If you find yourself less than fully satisfied with any aspect of our care or service, we encourage you to notify us as soon as possible so that we can promptly address your concerns.
Mohammed Mustaqeem serves as our dedicated Complaints Manager and will personally assist you with any complaints you may have. In the event that your verbal complaint is not resolved to your satisfaction within 24 hours or if you choose to submit a written complaint, our Complaints Manager will provide a written acknowledgment within 3 working days and aim to furnish a comprehensive response as expeditiously as possible.
Should the Complaints Manager be temporarily unavailable, we will collect brief details regarding your complaint and schedule a meeting for a time when they are accessible. Rest assured, we maintain comprehensive and confidential records of your complaint, securely stored and accessibleonly to those with a legitimate need to be informed.
In the unlikely event that the complaint investigation extends beyond the anticipated timeline, our Complaints Manager will keep you informed regarding the reasons for the delay, the progress of the investigation, and the expected completion date.
Upon conclusion of the investigation, you will receive a written notification of its outcome and an invitation to a meeting to discuss the results and explore practical solutions to address your concerns. These solutions may include replacing treatment, refunding fees, referrals for specialized treatments, or any other measures necessary to meet your needs and resolve the complaint.
We regularly analyze patient complaints as a means of continuous improvement in our services. Therefore, we welcome your feedback, comments, suggestions, and complaints. If, for any reason, you remain dissatisfied with our response to a complaint, we provide the following contacts for further escalation:
For concerns related to private dental treatment, you can contact the GDC Private Dental Complaints Service within 12 months of treatment or within 12 months of identifying the issue by calling (020) 8253-0800 or visiting dcs.gdc-uk.org.
Additionally, you have the option to contact:
The Care Quality Commission (CQC), which regulates private and NHS dental care services in England, at 03000 616161. They have the authority to take action against service providers not meeting their standards.
The General Dental Council, responsible for regulating all dental professionals. You can submit a complaint using their online form at dcs.gdc-uk.org or reach them via email at information@gdc-org.uk or by calling (020) 7167-6000. We value your trust and are dedicated to ensuring your experience with us is as positive as possible. Thank you for choosing our healthcare facility.
