We take complaints extremely seriously and try to ensure that our patients are pleased with the services and care we provide. We will deal with your complaint courteously and promptly. We will do our utmost to resolve the complaint to your satisfaction ‘in house’ if possible. We learn from every mistake that we make and we will always have a staff meeting to discuss the outcome and decide on how we can avoid making the same mistake again.
Our Practice Manager is Jill Young
If she is not available at the time a patient wishes to make a complaint, another member of staff will take brief details of the complaint and pass them on to Lisa. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter with Lisa, arrangements will be made for someone else to deal with it.
If a complaint is about any aspect of clinical care or associated charges it will normally be referred to Dr Peter Young unless the patient does not want this to happen.
We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days.
We will seek to investigate the complaint within 10 working days of receiving the complaint 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 10 working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed. 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, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER (Telephone: 08456 120 540)
To complain about professional misconduct please write to:
The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone: 0845 222 4141) our regulatory body
Information from this site can be freely downloaded by patients and dentists for reference purposes and for personal use.
However, it must not be copied by other implant surgeons or colleagues for use in other professional implant sites or to allow others to do so.