EVO Complaints Policy & Procedures

Evo has a documented complaints system to ensure that identifying, receiving, recording, handling and response to any comments, observations or complaints occurs within a strict timetable.

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 implemented on 24/10/2018.

This policy and relevant procedures will be reviewed annually and are due for review on 24/10/2019, or prior to this date in accordance with new guidance or legislative changes.

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

  1. 45

    Evo team members

  2. 581

    Full Jaw Corrections in 2019 at Evo Centres

  3. 3,075*

    Implants placed in 2019

    * Typically five implants placed per full jaw correction.

Evo 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.

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.

  1. If the patient complains in writing the letter will be passed on immediately to Steve O’Brien.
  2. Complaints about clinical care or associated charges will be referred to the clinician concerned, unless the patient does not want this to happen.
  3. A written response to a complaint with accompanying copy of our code of practice will be sent as soon as possible, normally within three working days. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  4. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  5. Proper and comprehensive records are kept of any complaint received. Find out more from the GDC website.

Frequently Asked Questions

Advised by a dentist that dentures are your only option? Watch our series of videos where Dr Rudi answers questions from our patients.