4 Wades Hill
Winchmore Hill
London
N21 1BG

Telephone - 020 8886 1411

 

Complaint Policy

In this practice we take complaints very seriously indeed 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:

  • Treat your complaint seriously
  • Work to resolve your complaint promptly and in confidence
  • Learn lessons and use them to review and where appropriate improve our service.

Our aim is to react to complaints in a way 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 Dr Pratik Patel.
  2. If a patient complains on the phone or at the reception desk, we will listen to their complaint and attempt to resolve the issue at this point. If you are not satisfied we will offer to refer you to Dr Pratik Patel immediately. If Dr Pratik Patel is not available at the time, then the patient will be told when they will be able to talk to Dr Pratik Patel and arrangements will be made for this to happen. You will be invited to the practice to discuss the matter. A member of staff will take brief details of the complaint. If we cannot arrange this within a reasonable period or if the patient does not wish to discuss the matter, arrangements will be made for someone else to deal with it.
  3. If the patient complains in writing, the letter will be passed on immediately to Dr Pratik Patel.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the practitioner who treated them, 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. 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.

From our investigation we will aim to:

  • Find out what happened and went wrong
  • Make sure you receive an explanation and apology if this is appropriate
  • Deal with your complaint and reach an amicable solution
  • Identify what we can do as a practice to change so that we may ensure that this problem does not arise again.

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.

  1. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  2. Proper and comprehensive records are kept of any complaint received
  3. If a patient does not feel that their complaint has been resolved to their satisfaction, they may contact:
    • The Dental Complaint Service (08456 120 540) for complaint about private dental treatment.
    • The British Osteopath Association Complaints Resolution Service on 0800 110 5857, or email boa@osteopathy.org for complaints about osteopathic treatment.
  4. If you are concerned about safety and wish to investigate a formal complaint with the relevant regulatory body, you can contact:

  • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (The dentists’ registration body).
  • The General Osteopathic Council, 176 Tower Bridge Road, London, SE1 3LU (The Osteopaths’ registration body)