Complaints Policy

At Pitshanger Dental we ensure that all complaints are dealt with in a fair, open and constructive manner as we feel that complaints allow the team an opportunity for self reflection in order to further improve our patient care.

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Every member of staff at Pitshanger Dental has genuine respect for all the patients, both past and present, that we treat and we are committed to resolving any issues openly and with a view that any constructive criticism we receive is a positive way to improve the high level of patient care to which we aspire.

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In this practice we take complaints very seriously and try to ensure that all patients are dealt with courteously and promptly so that the matter is resolved as quickly as possible Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled.

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The person responsible for dealing with any complaint about the service which we provide is Dr Paresh Patel

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If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer organise a mutually convenient time to discuss the complaint either at the practice or over the telephone.

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If the complaint is in writing: 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 and to give an explanation of the circumstances which led to the complaint. 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. We will confirm the decision about the complaint in writing immediately after completing our investigation. Proper and comprehensive records are kept of any complaint received.

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

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NHS:
By telephone: 020 3350 4567 (This is an automated service. Please leave a message requesting a call back)

By E-mail: nhsnwl.complaints@nhs.net

By writing to us:

Complaints Manager
NHS North West London
15 Marylebone Road
London NW1 5JD

 

Private:
Dental Complaints Service

Stephenson House
2 Cherry Orchard Road
Croydon CR0 6BA
Telephone: 08456 120 540