Patient Complaints Procedure

It is our aim to always have satisfied patients, meet your expectations of care and service, and resolve any complaints as efficiently, effectively, and politely as possible. We take complaints very seriously, investigate them fully and fairly, and ensure your confidentiality is protected. We also learn from complaints to improve our care and service.

We will never discriminate against patients who make a complaint, and we are 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 so that we can address your concerns promptly. We accept complaints both verbally and in writing.

Complaints Process

Leah Hart is the Complaints Manager and will be your personal contact to assist you with any complaints.

• We aim to resolve verbal complaints within 24 hours where possible.
• For written complaints, the Complaints Manager will acknowledge receipt within 3 working days and aim to provide a full written response as soon as practicable.

You can send complaints to:

• Address: 144 Bawtry Road, Wickersley, Rotherham, S66 1AH
• Phone: 01709 709777
• Email: info@One44dental.co.uk
• Alternatively, you can complete our online enquiry form at one44dental.co.uk/contact/.

If the Complaints Manager is unavailable, we will take brief details of your complaint and arrange a suitable time for a follow-up meeting.

Confidentiality and Updates

We will maintain comprehensive and confidential records of your complaint, which will be securely stored and only accessible to those involved in its resolution.

If the investigation takes longer than expected, the Complaints Manager will contact you at least every 10 working days to provide updates on:

• The reason for any delays
• The progress of the investigation
• The proposed completion date

Outcome and Resolution

Once the investigation is complete, we will inform you of the outcome in writing. Our response will address each of your concerns as clearly as possible.

You will also be invited to a meeting to discuss the results and explore practical solutions. These may include:

• Replacing treatment
• Refunding fees paid
• Referring you for specialist treatments
• Other solutions tailored to meet your needs

We regularly analyse patient complaints to learn from them and improve our services. Your feedback, comments, suggestions, and complaints are always welcome.

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Escalation

If you are dissatisfied with our response to a complaint, you can escalate the matter. Please see the contacts below for further assistance:

General Dental Council (GDC)

The GDC regulates all dental professionals. You can contact them within 12 months of the treatment or 12 months of becoming aware of the issue:

• Phone: 020 8253 0800
• Website: dcs.gdc-uk.org
• Email: information@gdc-org.uk

Care Quality Commission (CQC)

The CQC regulates private and NHS dental care services in England and can take action against providers not meeting standards:

• Phone: 03000 616161

We are committed to resolving your concerns and providing the highest standards of care.