Caring for the dental health of the Bexleyheath area
and beyond for over 30 years!

Complaints Procedure

The practice welcomes complaints as well as compliments, because it is through receiving feedback that we can continually improve our service to patients.

We are fully committed to the NHS Complaints Procedure, whereby formal complaints will receive an acknowledgement from us within three working days, and a full written response within 20 working days.

The persons responsible for dealing with any complaint about the service which we provide are Dr Semina Younis and Dr Baber Khan, the practice Complaints Managers.

If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Complaints Managers immediately. If the Complaints Managers are not available at the time, then the patient will be told when they will be able to talk to the Complaints Managers and arrangements will be made for this to happen. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.

If the patient complains in writing or by e-mail it will be passed on immediately to the Complaints Managers.

If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.

We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far a reasonably practicable, as to the progress of the investigation. Investigations will normally be completed within six months; however we will endeavor to respond within 20 working days.

When we have completed our investigation, we will provide the patient with a full written report. the report will include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.

Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.

If patients are not satisfied with the result of our procedure then a complaint may be referred to:

Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0345 015 4033
Or, www.ombudsman.org.uk for complaints about NHS treatment.