Patient Complaints Procedure
It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, we investigate them in a full and fair way and take great care to protect your confidentiality.
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 will never discriminate against patients who have made a complaint. Please address all complaints to Mrs Alison Turnbull who is the Practice Manager. If we cannot resolve your complaint immediately it will be acknowledged in writing within 3 working days and we aim to provide a full response within 10 working days.
If the Practice Manager is unavailable, we will take brief details about the complaint and let you know when you can talk to a suitable team member as soon as possible. We will keep comprehensive and confidential records of your complaint, which will be stored securely. Only those persons who need to know about your complaint are informed about it and can access it.
Should the complaint need to be investigated, this may involve the person who treated you, members of the team or others. In some cased the investigation may take longer than 10 working days, in which case you will be informed about the reason for the delay, 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 and invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the compliant.
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 it further, please see the contacts below.
Contacts
Practice Manager - Linda Berisha-Hunt This email address is being protected from spambots. You need JavaScript enabled to view it.
For private dental treatment, you can contact the GDC private dental complaints service by calling 0845 612 0540 or visiting www.dentalcomplaints.org.uk.
You can contact the Care Quality Commission by calling 03000 61 61 61 or visit www.CQC.org.uk. The General Dental Council is responsible for regulating all dental professionals, you can contact them on This email address is being protected from spambots. You need JavaScript enabled to view it. or by calling 0845 222 4141.
Other Practice Policies & Information (Available on Request)
Infection control policy, Confidentiality policy, Privacy notice, Privacy notice for Children, Information on prescribing medication, why we take radiographs, Cold sore policy, Price list
Other information leaflets are available on all the treatments we offer at the practice, please ask a member of staff. We also offer any of our leaflets and information in different formats i.e. braille and large print. On request, we can also supply an interpreter should this service be required.
Useful Links
GLOSSARY
Prosthodontics – A prosthodontist is a dental specialist who is skilled in the replacement of missing teeth and the restoration of natural teeth. They are registered on the general dental council’s specialist list, and have had at least 4 years of postgraduate training within a teaching hospital. This type of specialist is trained to deal with complicated and simple restorations of the whole mouth as well as treating facial deformities. Common procedures treated by a prosthodontist may include dentures, fixed bridges, crowns, implants, veneers and more.
Endodontics – An endodontist is a dentist that specialises in the care and treatment and diagnosis of the dental pulp, tooth root, and surrounding tissues and in the associated practice of root canal therapy. Patients are referred to an endodontist when their nerve becomes infected.
Periodontology - A periodontist is a dental specialist that has completed an additional 4 years of specialty training in diagnosing, preventing and treating gum disease. Periodontists can also place dental implants as well as perform cosmetic periodontal treatments.
Dental Implant – A dental implant is a small screw that acts as an artificial tooth root when placed into the jawbone. It is made of titanium, a metal well-accepted by the body and one that can form a strong bond with the bone to create a stable foundation, to create an anchor for the placement of a crown, bridge or denture.
Hypodontia – Is the dental term for missing teeth. Sometimes teeth do not form, it is generally a genetic problem and often occurs in families.
Little Common Dental Practice © 2024.
65 Barnhorn Road, Little Common, Bexhill-on-Sea, East Sussex TN39 4QB.