Our procedure
We take complaints very seriously, investigating them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint and we will be happy to answer any questions you may have about this procedure.
If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as written complaints. If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly to NHS Sussex, Wicker House, High Street, Worthing BN11 1DJ, Tel: 0300 140 9854, Email: sxicb.contactus@nhs.net
Kelly Miller is the Complaints Manager and will be your contact to assist you with any complaints. We aim to resolve verbal complaints within 24 hours where possible. If you complain in writing you will be sent an acknowledgement letter within 3 working days and we will aim to provide a full response in writing as soon as practical. You can send your complaints to 104 Grand Avenue, Worthing, West Sussex, BN11 5BH, call us on 01903 503841 or email the Complaints Manager on grandavedental@btconnect.com.
If Kelly Miller is unavailable, we will take brief details about the matter and will arrange for a meeting when it is suitable for you and the practice. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible to those who need to know about your complaint. If the investigation takes longer than anticipated, 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 it will be completed. When the investigation has been completed, you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can. You may also invited to a meeting to discuss the results and any practical solutions that we can offer to you.
We regularly analyse 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 dissatisfied with our response to a complaint, you can take the matter further, please see the contacts below. You can also contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue. Please see the contact details below.
Contacts
GDC private dental complaints service can be contacted by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk.
If you are still unhappy about your NHS complaint, you can contact the Parliamentary Health Ombudsman (England): by calling 0345 015 4033 or visiting www.ombudsman.org.uk.
You can also contact The Care Quality Commission (CQC) who regulates private and NHS dental care services in England by calling 03000 616161. They can take action against a service provider that is not meeting their standards, who may be able to help.
The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org contact them on information@gdc-org.uk or by calling 020 7167 6000.
