Patient Complaints Procedure

Our aim at Dental Arts Studio is 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.

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.

At Dental Arts Studio we are committed to assist you or any persons acting on your behalf, in how to make a complaint. You can approach anyone working in the practice and explain that you want to make a complaint. That person will direct you to the Complaints Manager.

The Practice Manager of each branch is the Complaints Manager and will be your personal contact to assist you with any complaints. 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. We aim to resolve any written complaint as soon as practical, normally within 10 working days.

To complain verbally, please ask at reception to speak to the Complaints Manager or call us on

City Road: 020 7250 3536  Georgina Preka

Enfield: 020 8362 3110  Janelle Verity

Hendon: 020 8202 7038  Ximena Alberttis

If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when it is suitable for you and the practice.

To complain in writing, please send your complaints to:

City Road: Dental Arts Studio, Unit 4, 104-122 City Rd, London EC1V 2NR

Enfield: Dental Arts Studio, 6-8 London Rd, London EN2 6EB

Hendon: Dental Arts Studio, 41-43 Vivian Ave, London NW4 3UX

Or email the Complaints Manager on:

cityroad@dentalartsstudio.co.uk Georgina Preka

enfield@dentalartsstudio.co.uk Janelle Verity

Hendon@dentalartsstudio.co.uk Ximena Alberttis

Clearly mark your letter “Complaint” and please

  • Explain why you are unhappy
  • Provide details of your main concerns, including what events led to making the complaint, dates and who was involved.
  • Provide us with further information or documentation in support of your complaint (if requested)

If you are complaining on behalf of someone else, include their written consent with your letter as this will speed up the process.

We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint.

Once we have received your complaint, the Complaints manager will start investigating the matter and try to solve it in the best possible way. If the complaint is very complex it may occasionally take longer than 10 days to resolve. The Complaints Manager will then 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.

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.

The complaint will be considered resolved when you have accepted the solution we offer.

Alternatively, the complaint will be regarded as closed if we do not hear back from you within 3 months from when we replied to your complaint. We will then assume that you do not wish to take the complaint any further.

For NHS patients:

If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly to NHS England at england.contactus@nhs.net with ‘For the attention of the complaints team’ in the subject line.

If you are unhappy about the response to your NHS complaint, you can contact the Parliamentary Health Ombudsman (England): by calling 0345 015 4033 or visiting www.ombudsman.org.uk

You can also contact 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.

For private patients:

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.

Contacts

GDC private dental complaints service can be contacted by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk.

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 on information@gdc-org.uk or by calling 020 7167 6000.

Dental Arts Studio is committed to providing state of the art dentistry

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