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Practice Complaints Procedure

The Principals oversee complaints and will sign investigation reports in the capacity of the Responsible Person.

The Receptionist handles all patient complaints and passes them on to one of the Principals

The patient will be advised of the process to be followed for investigating their complaint, including what they may do if they are dissatisfied with the outcome of the investigation.

An event record will be completed for each complaint and logged in our complaint register.

The Principal makes every effort to resolve oral complaints within 24 hours.

If any complaint cannot be resolved in 24 hours, an initial response is sent within 3 working days.

This response will include a proposed complaint handling plan for aggreement by the patient.

The Principal will carry out a comprehensive investigation of each complaint involving the treating dentist and involved staff.

Within 28 working days an Investigation Report is sent to the patient with the results of the investigation and any proposed actions. In the event of a delay the patient will be notified with the reasons and the likely date for the report.

With the Investigation Report the patient is invited to meet the Principal to discuss the proposed solutions.

Once the patient is satisfied the Event Record is signed off to show that the matter is closed and the entry in the Event Register is signed off. Copies of all complaint documentation are stored securely away from the patient's records for future reference.

If the patient does not want to complain to the Practice or if they are dissatisfied with an investigation of a complaint undertaken by the practice they can raise it directly with the GDC who will liase on their behalf.

Patients can contact the GDC Complaints Service on the link below. The Practice will produce an annual; report, which will include actions taken to learn from complaints and improve services where appropriate. This will be made available on request.

Patients have twelve months following treatment to lodge a complaint.

Link to GDC Dental Complaints Service:

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  Arthur Road Dental Practice
172 Arthur Road, Wimbledon, SW19 8AQ
t: 0208 946 2646   f: 0208 944 8550