At Envisage Dental we pride ourselves on the 5 star patient experience we try to deliver and the quality of dental care and coordination we provide to our patients. Our aim is always to put patient needs first. Sometimes we understand things don't go to plan or to the high levels of standards we set ourselves. We take complaints very seriously and deal with your complaint thoroughly and as promptly as possible so that the matter is resolved with the right outcome in as short a time frame as possible. We welcome all feedback, both positive and negative, and treat this as an opportunity to learn and improve your experience in the future.
Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.
- The person responsible for dealing initially with any complaint about the service which we provide is the Practice Manager.
- If a patient states that they wish to make a complaint on the telephone or at the reception desk, we will offer to refer him or her to the Practice Manager immediately. A convenient time will be arranged for this meeting. 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 the patient complains in writing the letter will be passed on immediately to the Practice Manager.
- If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.
- We will acknowledge the patient’s complaint in writing and enclose a copy of our ‘Patients Complaints Procedure Form’ 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.
- We will confirm the decision about the complaint in writing immediately after completing our investigation.
- Proper and comprehensive records are kept of any complaint received.
- If patients are not satisfied with the result of our procedure then a complaint may be made to:
- The Dental Complaints Service (08456 120 540) for complaints about private treatment
- The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the dentists’ registration body)