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Complaints Procedure

Code of Practice for Patient Complaints

In this practice we take complaints very seriously indeed and try 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.

  1. The person responsible for dealing with any complaint about the service we provide is: The Principal Dentist – Atul Kothari
  2. Should you complain on the telephone or at the reception desk, we will listen to your complaint and offer to refer you to the Principal Dentist immediately. If the Principal Dentist is not available at this time, then we will let you know when you will be able to talk to the Principal Dentist and arrangements will be made for this to happen.  The member of staff will take brief details of your complaint and pass them on.  If we cannot arrange this within a reasonable period of time or if you do not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  3. Should you complain in writing the letter will be passed on immediately to: The Principal Dentist – Atul Kothari
  4. If your complaint is about any aspect of clinical care or associated charges it will normally be referred to the Dentist, unless you do not want this to happen.
  5. We will acknowledge your complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days. We will seek to investigate your complaint within ten working days of receipt to give explanation of the circumstances which led to your complaint.  If you do not wish to meet us, then we will attempt to talk with you on the telephone.  If we are unable to investigate your complaint within ten working days we will notify you, giving reasons for the delay and a likely period within which the investigation will be completed.
  6. We will confirm the decision about your complaint in writing immediately after completing our investigation.
  7. Proper and comprehensive records are kept of any complaint received.
  8. If you are not satisfied with the result of our procedure, then a complaint may be made to:

The Dental Complaints Service (08456 120540) for complaints about private treatment

The local NHS England Clinical Commissioning Group for complaints about NHS treatment

NHS England CCG
Jubilee House
5510 John Smith Drive
Oxford Business Park South, Cowley
Tel: 01865 336800

The General Dental Council, 37 Wimpole Street, London W1M 8DQ (the Dentist’s registration body)

Date:  April 2023
Review Date: April 2024

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This website is operated by The Boathouse Dental Surgery Limited, which is registered and incorporated in England and Wales, registered no. 9306311. Its registered office is at 8 King Edward Street, Oxford, Oxfordshire, OX1 4HL.