FEEDBACK AND COMPLAINTS
FEEDBACK AND COMPLAINTS
We welcome comments, suggestions and complaints so that we can continually improve our service to you. Please contact the Manager in person, by phone, letter or email if you have a comment, suggestion or complaint. We take complaints very seriously and have an effective procedure to resolve any problems in the shortest possible time. You can read more about our procedure below. We always want to have delighted patients.
Complaints Manager: Natalie Marucci
01489 892240
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Clear Dentistry
Hoe Road
Bishops Waltham
SO32 1DS
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Patient Complaints Procedure
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It is our aim to always have satisfied patients, to meet your expectations of care and service, and to resolve any complaints as efficiently, effectively, and politely as possible. We take complaints very seriously, investigating them in a full and fair way, and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint and we will be happy to answer any questions you may have about this procedure.
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If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as written complaints. If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly to:
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Natalie Marucci, who is the Complaints Manager and will be your personal contact to assist you with any complaints.
You can send your complaints in writing to Natalie Marucci, Clear Dentistry, Hoe Road, Bishops Waltham, Hampshire, SO321DS
Call us on 01489 892240
Or email the Complaints Manager on manager@cleardentistry.co.uk.
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If the Complaints Manager is unavailable, we will take brief details about the complaint and the complaints manager will respond as soon as practical.
We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible to those who need to know about your complaint.
If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you at least every ten working days to keep you informed of the reason for any delays, the progress of the investigation, and the proposed date it will be completed.
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When the investigation has been completed, you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can.
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We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions, and complaints. If you are dissatisfied with our response to a complaint, you can take the matter further, please see the contacts below.
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If you are dissatisfied with our response to a complaint, you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue. Please see the contact details below.
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Contacts
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GDC private dental complaints service can be contacted by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk.
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If you are still unhappy about your NHS complaint, you can contact:
The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org, contact them at information@gdc-org.uk, or by calling 020 7167 6000.
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Integrated Care Board via phone on 0300 561 2561 or email hiowicb-hsi.patientexperience@nhs.net
We aim to resolve verbal complaints within 24 hours where possible, but if you complain in writing the Complaints Manager will send an acknowledgement letter within 3 working days and will aim to provide a full response in writing as soon as practical.
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In England = the Parliamentary Health Ombudsman (England): by calling 0345 015 4033 or visiting www.ombudsman.org.uk
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The Care Quality Commission (CQC) who regulates private and NHS dental care services in England by calling 03000 616161. They can take action against a service provider that is not meeting their standards.
