Complaints handling policy (private treatment)

Beverley Clinic Code of practice for patient complaints

In this practice we take complaints very seriously 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.

Our aim is to react to complaints in the way in which we would want our complaint about a
service to be handled. We learn from every mistake that we make and we respond to
customers' concerns in a caring and sensitive way.

1. The person responsible for dealing with any complaint about the service which we
   provide is Mrs Pat Conway, our Complaints Manager.
2. 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 Manager immediately. If the
   Complaints Manager is not available at the time, then the patient will be told when they
   will be able to talk to the dentist and arrangements will be made for this to happen. The
   member of staff will take brief details of the complaint and pass them on. 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.
3. If the patient complains in writing the letter or email will be passed on immediately to the
   Complaints Manager.
4. If a complaint is about any aspect of clinical care or associated charges it will normally
   be referred to the dentist, unless the patient does not want this to happen.
5. We will acknowledge the patient's complaint in writing and enclose a copy of this code of
   practice as soon as possible, normally within three working days.
6. We will seek to investigate the complaint within ten working days of receipt to give an
   explanation of the circumstances which led to the complaint. If the patient does not wish
   to meet us, then we will attempt to talk to them on the telephone. If we are unable to
   investigate the complaint within ten working days we will notify the patient, giving
   reasons for the delay and a likely period within which the investigation will be completed.
7. We will confirm the decision about the complaint in writing immediately after completing
   our investigation.
8. Proper and comprehensive records are kept of any complaint received.
9. If patients are not satisfied with the result of our procedure then a complaint may be
   made to:
   • The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road,
   Croydon, Greater London CR9 2ER (Telephone: 08456 120 540) for complaints
   about private treatment
   • The General Dental Council, 37 Wimpole Street, London, W1M 800 (Telephone:
   0845 222 4141) I the dentists' regulatory body for complaints about professional
   misconduct

We promise to

1. Treat you with respect and courtesy.
2. Listen and care about your problems.
3. Try our best to make your dream smile happen.
4. Carry out dental treatment in a safe environment and follow the latest cross infection guidelines.
5. Formulate a treatment plan which is best for your requirements both dentally and financially.
6. Build and maintain good relationships with all our patients.

Other services

Other than private dentistry we also provide specialist orthodox and complementary private services including:

1. Podiatry/ chiropody
2. Homeopathy
3. Hypnotherapy/ Psychotherapy
4. Acupuncture

Proud members of

The following Bupa & Denplan organisations:

Affordable Private Dentistry in the West Wimbledon