Practice Complaints Procedure

Information for Patients

Alrewas Dental Practice

 

If you have a complaint or concern about the service you have received from the dentist

or any of the staff working in this practice, please let us know. We operate a practice

complaints procedure. Our complaint system adheres to national criteria.

 

How to Complain

We hope that most problems can be sorted out easily and quickly, at the time they arise

and with the person concerned. If your problem cannot be sorted in this way and you

wish to make a complaint, we would like you to let us know as soon as possible –

ideally within a matter of days or at most a few weeks – because this will enable us to establish

what happened most easily. If it is not possible to do that, please let us have details of

your complaint:

within 6 months of the incident that caused the problem; or

within 6 months of discovering that you have a problem, provided this is within 12

months of the incident.

 

Complaints about the treatment you received should be made to Dr Sunil Parmar in

order to discuss your concerns. He will explain the complaints procedure to you and will

ensure that your concerns are dealt with promptly. It will help if you are as clear as

possible about your complaint.

 

What We Shall Do

We shall acknowledge your complaint within 2 working days and aim to

have looked into your complaint within 10 working days of the date when you raised it with us.

We shall then be in a position to give you an explanation, or offer a meeting with those involved.

In investigating your complaint, we shall aim to:

 find out what happened and what went wrong

 enable you to discuss the problem with those concerned, if you would like this;

 ensure you receive an apology, where this is appropriate;

 identify what we can do to make sure the problem does not happen again.

 

Complaining on Behalf of Someone Else

Please note that we keep strictly to the rules of confidentiality. If you are complaining on

behalf of someone else, we have to know that you have the permission to do so. A note

signed by the person concerned will be needed, unless that are incapable of providing

this because of physical or mental illness or are a child under 16 years.

 

Complaining to Dental Complaints Service

We hope that, if you have a problem, you will make use of our practice complaints

procedure. We believe this will provide the best chance of putting right whatever has

gone wrong and an opportunity to improve our practice. However this does not affect

your right to complain to the Dental Complaints Service, if you feel you cannot raise your

complaint with us or you are dissatisfied with the result of our investigation. If you wish

further advice you should contact:

 Dental Complaints Service

Stephenson House

2 Cherry Orchard Rd

Croydon

CR0 6BA

Tel.

020 8253 0800

E-mail:

info@dentalcomplaints.org.uk

You may also like to contact the General Dental Council for more advice.

General Dental Council

37 Wimpole Street

London

W1M 8DQ

Tel. 020 7887 3800

E-mail:

Complaints@gdc-uk.org

For those patients registered with this practice with Denplan can contact Denplan by

telephone for advice:

Denplan: Tel. 0800 169 7220