Complaints policy

At ice dental we take complaints very seriously and strive to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

  1. The persons responsible for dealing with any complaint about the service which we provide are:

    • Trace Varndell Practice Manager
    • Clare Wright Principal Dentist
  2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to Trace Varndell or Clare Wright immediately.

    If Trace or Clare is not available at the time, then the patient will be told when they will be able to speak to Trace or Clare and arrangements will be made for this to happen. We will ring them back. The team member taking the call will take brief details of the complaint on a complaints record sheet (appendix B) and pass them on to Trace or Clare. If we cannot arrange a return call within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for a dentist that is available to deal with it.

  3. If the patient complains in writing the letter will be passed on immediately to:

    • Clare Wright Principal Dentist

  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the associated dentist as well as Trace Varndell and Clare Wright, unless the patient does not want this to happen.

  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this complaints procedure as soon as possible, normally within three working days. We will seek to investigate the complaint within ten working days of receipt 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 ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

  6. We will confirm the decision about the complaint in writing immediately after completing our investigation.

  7. Proper and comprehensive records are kept of any complaint received. These records are kept in the patient’s notes and centrally in the complaints file, office computer.

  8. If patients are not satisfied with the result of our procedure then a complaint may be made to either:

    • The Dental Complaints Service (08456120540)
    • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the dentists’ registration body)