Compliments

If you are pleased with the way we have done something, please let us know.

Concerns

You may also wish to make a comment about the services we offer, or recent treatment.

We are always looking to improve our service to you, and we will do our best to make changes to suit.

Complaints

Our aim is to resolve complaints as quickly as possible. The majority of complaints are due to miscommunication.

Writing down your concerns can be more beneficial and in turn, we can investigate and respond to these in a logical manner.

Write to us and a qualified member of the team will respond to you within 48 hours.

Patient Complaints handling policy

Longwood house dental Care

Updated November 2021- Dr. T Ahmed

DENTAL COMPLAINTS

If you have a complaint or concern about the service you have received from the dentist or any of the staff working at this practice, please let us know. We operate a practice complaints procedure for dealing with complaints. Our complaints system meets national criteria.

How to complain

We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned.

If your problem cannot be sorted out this way and you wish to make a written complaint, we will acknowledge receipt of your written complaint within 3 working days and the manager/ complaint handler/ dentist/ hygienist concerned will respond to your written complaint within 10 working days following this.

We require details of your complaint within 12 months of the incident that caused the problem. . It will be a great help if you are as specific as possible about your complaint.

Complaints should be sent to Joanna Dudziak - Complaints Manager; by email to joanna@longwood-house.co.uk.

Please make sure your correspondence is addressed to the hygienist /dentist/ staff member that you had the treatment/complaint with. You may ask for an appointment in order to discuss your concerns.

When I investigate your complaint, I shall aim to:

Find out what happened and what went wrong
Make it possible for you to discuss the problem with those concerned if you would like this
Make sure you receive an apology where this is appropriate
Identify what we can do to make sure the problem doesn’t happen again

Should a patient make a complaint or claim, we may need to provide information about the patient, and treatment they have received, to insurers, indemnifiers or legal advisers.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of clinical confidentiality. If you are complaining on behalf of someone else, we must know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (because of physical and mental illness) of providing this.

Complaining to The Private Dental Complaints Service (provide a free and impartial service to mediate between the patient and the professional dentist/ therapist.)

We hope that, if you have a problem, you will make use of our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.

However, this does not affect your right to complain to an independent body, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation then a complaint about private dental treatment or the dentist can be may be made to an external invigilator that will represent you for free:

You can make contact with them by calling: The private patients Dental Complaints Service DCS -