Patient Complaints Procedure

It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, we investigate 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.

If you are not entirely satisfied with any aspect of our care or service please let us know as soon as possible to allow us to address your concerns promptly.

Dr Rohin Butani & Dr Harpal Bahra are the Complaints Managers and will be your personal contacts to assist you with any complaints when available. If your verbal complaint is not resolved to your satisfaction within 48 hours, or if you complain in writing, the Complaints Managers will acknowledge it in writing within 3 working days and will aim to provide a full response in writing as soon as it is practical. 

If the Complaints Managers are unavailable, we will take brief details about the complaint and will arrange for a meeting when they are next available. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible only by those who need to know about your complaint.

If the complaint investigation takes longer than anticipated the Complaints Managers will keep you informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing and, where appropriate, invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.

Though an extremely rare occurrence, we regularly analyse any patient complaints to learn from them and to improve our services. That's why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take it further, please see the contacts below.

Contacts

For private dental treatment you can contact the private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk

You can also contact the Care Quality Commission (CQC), which regulates private and NHS dental care services in England by calling 03000 616161. They can take action against a service provider that is not meeting their standards and may be able to help.

The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org contact them on information@gdc-org.uk or by calling 020 7167 6000.

Fourways Dental, 23 Squirrels Heath Road, RM3 OLH Last modified: 31 Jan 2020 G 110C-Patient Complaints Procedure, Ver 4, Folder 6, Page 1 of2