Complaints policy

If you are unhappy about an aspect of your care, speak to a member of the reception staff either by telephone or at the reception desk. After listening to a description of the problem, Chaw-Su Kyi should be contacted if it cannot be dealt with straight away. Should the designated person or other responsible person not be available at the time, you will be informed when they will be available and arrangements will be made for you to meet with the appropriate person. The member of staff will take brief details of the concern and pass them on to Chaw-Su Kyi.

If you write to express your concern, by letter or email, this will be passed on to the designated person in the case of administrative issues, and for clinical issues, to the treating clinician concerned who is responsible for the clinical care provided. The contact details to write to are: The Centre London, 89 Hammersmith Grove, London W6 0NQ.

If your concern is about any aspect of clinical care or associated charges, Chaw-Su Kyi will be informed.

We acknowledge in writing any concerns within three working days. If you have raised a concern in writing, the written acknowledgement will also include a copy of this Code of Practice. We will investigate the concern and report back to you within 10 working days. If, for any reason, we are unable to complete our investigations within 10 working days, we will notify you, giving reasons for the delay and the likely period within which the investigation will be completed.

We will ask how you would like your complaint to be handled and any desired outcome you had in mind.

Should there be any delay we will keep you informed at each stage and the reason for the delay.

We will confirm the outcome of the investigation and any decisions made in writing.

If, for any reason, you are not satisfied with the outcome or the procedure, you may write to the Practice Principal at the above address.

Patients can contact the Dental Complaints Service. They can also contact the Care Quality Commission. The practice will obviously try to avoid the matter escalating this far, however we understand that, sometimes, it is impossible to resolve matters and this is then the only way to proceed.