Complaints Procedure for Patients
Our aim is to resolve your complaint, as quickly as possible, whilst remaining sympathetic and respectful.
CODE OF PRACTICE FOR PATIENT COMPLAINTS
- The person responsible for dealing with any complaint about the service we provide is: Fiona Ackerman.
- If you would like to discuss your complaint, we will provide a quiet environment so that we can listen to you and understand your view. If Fiona is not available then arrangements will be made for you to speak to Johann.
- If you feel that your complaint has not been resolved through discussion, please put your complaint in writing to: Johann Ackerman.
- We will acknowledge your complaint in writing and enclose a copy of the codes of practice as soon as possible and within two working days. We will seek to investigate the complaint within ten working days of the complaint being received. If this is not possible then we will notify you giving reasons for the delay and the likely time period within which the investigation will be completed.
- We will confirm the decision about the complaint in writing to you upon completion of the investigation.
- Proper and comprehensive records are kept of any complaint received.
- If you are not satisfied with the outcome of your complaint, you can forward your complaint to:
The General Dental Council 37 Wimpole Street London W1M 8DQ
Appointments Policy At our practice we will endeavour to manage our appointments system to avoid delays in appointment times and minimise loss of surgery time through cancellations and failed appointments.
In our practice we
- Communicate with patients in a courteous, friendly, professional manner.
- Make sure that patients receive full information about our services, their treatment and its cost.
- Provide advice and treatment outside normal surgery hours where necessary.
- Refer patients for further professional advice and treatment where appropriate
In our practice we will
- Manage our appointments system so that treatment appointments are booked no more than 3 weeks ahead.
- Ensure that patients should have to wait no longer than 15 minutes to be seen. Where there is a further delay we will explain the reasons.
- Remind patients of their appointment by phone, where the appointment time exceeds 25 minutes.
- Monitor our waiting times for (i) treatment and (ii) for booking appointments
- Provide as much notice as possible when appointments have to be changed or cancelled and explain the reasons
In return, we would like you to
- Participate in your dental treatment, particularly any advice about prevention and diet that we have asked you to continue at home.
- Arrive on time for your appointment. Please give the practice at least 24 hours notice if you are unable to keep your appointment. We may charge for missed appointments where we have not been notified.
- Advise us of any changes to your contact details (address, telephone numbers, email) to help us keep our records up to date and ensure that we are able to contact you.
Practice Payment Policy
- It is our practice policy to give patients full information about the cost of their dental work before any treatment is undertaken.
- A written estimate and treatment plan will be provided for all dental treatment.
- We offer patients a range of payment options, depending on their needs.
- You may pay for your dental care by cheque, cash, or credit/debit card.
- Payment is due on the day of surgery.