If you need any help with the service provided by the dentist or any staff members at our practice, please do not hesitate to reach out to us. Our complaints system aligns with national standards.
We encourage addressing most problems promptly, preferably at the time they occur and with the relevant individual. If a resolution has not been achieved this way and you need to file a complaint, kindly notify us as soon as possible.
Complaints should be submitted in writing to our Business Manager, Emma Fortescue, at 73 Ragpath Lane, Roseworth, Stockton on Tees, TS19 9JW
Upon receipt, we will acknowledge your complaint within three working days and provide an explanation thereafter. Our investigation will aim to:
We uphold strict confidentiality standards. If complaining on behalf of another individual, we require permission, unless they are unable to provide it due to physical or mental incapacity.
We encourage utilising our practice's complaint procedure for the best chance of resolution and practice improvement. Additionally, you may seek guidance from:
Dental Complaints Service
37 Wimpole Street
London
W1G 8DQ
We adhere to anti-discrimination legislation, including:
By adopting this policy, we commit to ensuring fairness and equality for all patients and staff.
At Roseworth Dental Centre practice, complaints are taken seriously. We strive to ensure all patients are pleased with their experience of our service. When a patient complains, we handle the matter courteously and promptly to resolve it as quickly as possible. This procedure reflects our commitment to these principles.
Our aim is to respond to complaints in the same way we would wish our own concerns about a service to be addressed. We learn from every mistake we make and respond to patients’ concerns with care and sensitivity.
1. Responsible Person
The Business Manager is responsible for dealing with any complaints about the services we provide.
2. Complaints by Telephone or In Person
If a patient complains in person or by telephone, we will listen to their complaint carefully. If the issue cannot be resolved immediately, we will offer to refer the patient to the Business Manager. If the Business Manager is unavailable at the time, we will inform the patient when they will be able to speak with them and arrange a suitable time.
3. Complaints in Writing or by Email
Complaints via writing can be addressed to the Business Manager and sent to the practice address. Complaints via email should be addressed to the Business Manager, marked as Private and Confidential and sent to roseworthdental@mail.com
4. Clinical Care or Charges Complaints
If the complaint relates to any aspect of clinical care or associated charges, it will normally be referred to the dentist concerned, unless the patient requests otherwise.
5. Acknowledgement of Complaints
We will acknowledge the patient’s complaint in writing and enclose a copy of this procedure as soon as possible, normally within 3 working days. We will offer to discuss the complaint at a time convenient to the patient and ask how they would prefer to be kept informed of progress (e.g. telephone, face-to-face meeting, letter, or email). We will also explain how the complaint will be handled and provide an estimated timescale for completing the investigation. If the patient prefers not to discuss the complaint, we will still advise them of the expected timeframe for resolution.
6. Investigation Process
We aim to investigate complaints speedily and efficiently. We will keep the patient regularly informed, as far as is reasonably practicable, about the progress of the investigation. Investigations will normally be completed within 6 months.
7. Outcome of Investigation
Once our investigation is complete, we will provide the patient with a full written report. This will include:
8. Record Keeping
Comprehensive records are kept of all complaints received, along with any actions taken to improve services in response to complaints.
9. Further Action
If a patient is not satisfied with the outcome of our complaint’s procedure, they may refer their complaint to:
The Dental Complaints Service
Telephone: 020 8253 0800
Website: https://dcs.gdc-uk.org
