Code
Of Practice For Patient Complaints
We take complaints very seriously and try to
ensure that a patient’s complaint is dealt
with courteously and promptly so that the matter
is resolved as quickly as possible. We learn from
every mistake that we make and we respond to patient’s
concerns in a caring and sensitive way. This procedure
is based on these objectives.
The person responsible for dealing with any complaint
about the service we provide is The Principal
Dental Surgeon (Mr O S Dhanoya).
Nurse / Receptionist
If you are unhappy with the way you have been
looked after please let the nurse/ receptionist
know. If she is unable to deal with the matter
she will refer it to Mr Dhanoya. Alternatively
if you are not satisfied with her response you
may raise the matter with Mr Dhanoya by contacting
him directly on 01207 232725 or by writing to
him at the address below.
Dental Surgeons
If you are unhappy with any aspect of the treatment
you have received or the associated charges please
discuss the matter with the dentist. If however
you are not happy with the out come of the discussion
or would prefer not to discuss the matter with
the dentist contact Mr Dhanoya on 01207 232725
or by writing to him at the address below.
Mr Dhanoya
will acknowledge receipt of your complaint in
writing and enclose a copy of this code of practice
as soon as possible, normally within three working
days.
He will try to investigate the complaint within
ten working days of the complaint being received
to try and explain the circumstances, which led
to the complaint.
Mr Dhanoya will ask the patient to meet with
him to discuss the issue, if however the patient
would prefer then he will talk to her/him on the
telephone.
If Mr Dhanoya is unable to investigate the complaint
within 10 working days he will notify the patient
giving reasons for the delay and a likely period
within which the investigation will be completed.
Mr Dhanoya will confirm the decision about the
complaint in writing to the patient immediately
after completing our investigation. Proper and
comprehensive records are kept of any complaint
received.
Mr O S Dhanoya
13 front street Stanley
Co. Durham
DH9 OJE
Tel: 01207 232725
Fax: 01207 290088
If patients are not satisfied with the result
of our procedure then a complaint may be made
to:
The General Dental Council
37 Wimpole Street,
London
WIM 8DQ.
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