Complaints Procedure

Should a problem arise, we hope we can address this amicably and promptly with the person(s) concerned to resolve any issues.

Where a complaint remains unresolved and should a patient wish to make a formal complaint, this should be done in writing as soon as possible after the event.

If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written consent.

 

Written Complaints should be sent to:

The Practice Manager, The Oakwood Dental Centre, 376 Bishops Drive, Oakwood, Derby DE21 2DF

The Complaints Manager will aim to acknowledge the complaint within three working days and write to you within ten working days. If a delay in acknowledging the complaint is anticipated, the reason for the delay will be explained to the individual.

We adopt a no-blame approach to complaints that we receive but recognise that all feedback provides an opportunity for us to develop and improve our service.

As soon as possible after a complaint has been dealt with, we will ensure that those involved are given individual feedback. Where our investigations identify a need to improve or review our practice systems, we will encourage general discussion at practice meetings and seek suggestions for improvement. Any agreed changes will be kept under review.

We will undertake ongoing monitoring of all complaints to identify trends and assess training requirements.

If you are not satisfied with the outcome of your complaint, you can contact the following organisations:

• N.H.S England, PO Box 16738, Redditch B97 9PT (email: England.contactus@nhs.net)
• The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP  www.ombudsman.org.uk
• Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA 
• General Dental Council, 37 Wimpole Street, London, W1M 8DQ