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Complaints policy and procedures

At Evodental, we want to ensure that all our patients are pleased with their experience of our service. We take complaints very seriously indeed. If a patient makes a complaint, we will deal with the matter courteously and promptly so that it is resolved as quickly as possible. Our procedure is based on these objectives.

Evodental has an effective complaints system in place to ensure that identifying, receiving, recording, handling and response to any comments, observations or complaints occurs within a strict timetable which is clearly documented. The complaints system is clearly displayed and all patients and visitors are confident that they will be listened and responded to without fear of discrimination.

Any complainant can be assured that they will be treated in a manner respecting their human rights and diversity; in a sensitive manner and that the complaint can be made by a variety of methods either verbally, by sign language or in writing.

Where they lack confidence or require help they will be supported by helpful staff members. Their complaint will be fully documented and fairly dealt with and following investigation, lessons learned can lead to changes being made to avoid future complaints.

These clear complaint procedures are monitored and reviewed and the named contact who is accountable for doing this is Steve O’Brien

This policy was reviewed and implemented on 24/10/2015.

This policy and relevant procedures will be reviewed annually and are due for review on 24/10/2016, or prior to this date in accordance with new guidance or legislative changes.

For more information, please see our Patient Complaints Code of Practice.

Patient complaints procedures

If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him/her to Steve O’Brien immediately. If Steve O’Brien is not available at the time, then the patient will be told when they will be able to talk to the dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.

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

For complaints about private treatment:
The Dental Complaints Service, Stephenson House, 2 Cherry orchard, Croydon, CR0 6BA
Phone: 08456 120 540
Email: [email protected]

The dentists’ registration body:
The General Dental Council, 37 Wimpole Street, London, W1M 8DQ
Phone: 0845 222 4141 (UK local rate)
Email: [email protected]

The Care Quality Commission, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
Phone: 03000 616 161
Email: [email protected]

For more information, please see our Patient Complaints Policy and Procedures.