Complaints handling policy
At Brecknock Dental, it is our aim to always have satisfied patients, to meet your expectations of care and service, and to resolve any complaints efficiently and politely. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint and we are happy to answer questions you may have about this procedure.
Complaints management
Rob Feltrin is our Complaints Manager and will be your personal contact to assist you with any complaints. Our responsible person is Neil Maroo.
We aim to resolve verbal complaints within 24 hours. There might be, however, rare circumstances when a longer period is necessary for a complaint to be processed.
Formal written complaints will receive an acknowledgment correspondence within 03 working days, and we aim to respond in writing as soon as possible. We usually resolve these within one or two weeks. However, exceptions may apply, as every case is unique and we work hard to always find a fair and just resolution for all.
If the Complaints Manager is unavailable, we will take details about your complaint and will arrange for a meeting at a time suitable for both you and the practice. We will keep comprehensive and confidential records of your complaint, which we will store securely and only accessible to those involved.
If a complaint investigation takes a little longer than expected, the Complaints Manager will 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 for resolution.
Once all necessary investigation is complete, we will inform you of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can.
We will also invite to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you to specialist treatments or other solutions that meet your needs and resolve the complaint.
Where to send your complaint
Post 37 Brecknock Road, London, N7 0BT
Phone 020 7485 1102
E-mail info@brecknockdental.co.uk
Please write “For the attention of the complaints team,” on the subject line.
Further help
We regularly analyse and investigate patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions, and complaints. If you are not happy with our response or the outcome of a complaint you made, contact:
The Care Quality Commission (CQC) who regulates private and NHS dental care services in England, might help both private and NHS patients take their complaints further, as they can take action against a service provider that is not meeting their standards.
Phone 020 7167 6000
E-mail information@gdc-org.uk
Web www.cqc.org.uk
PRIVATE PATIENTS
If dissatisfied with our response to a complaint, you may contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of realising the issue.
Phone 020 8253 0800
Web www.dentalcomplaints.org.uk
NHS PATIENTS
If you are still unhappy about your NHS complaint, you can contact the Parliamentary Health Ombudsman.
Phone 0345 015 4033
Web www.ombudsman.org.uk
