Nottingham Oral Health Centre Complaints Policy

It is the aim of this practice to ‘Have a Clear and Effective Complaints Procedure’ by meeting the GDC ‘Standards for the Dental Team’ and to deliver good practice in complaint handling. If you have a complaint or concern about the service you have received from your dentist or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of a NHS system for dealing with complaints, which adheres to national criteria.

How To Make A Complaint
Most problems can be sorted out quickly and easily, at the time they arise and with the person concerned. If your problem cannot be resolved this way and you wish to make a complaint, let us know as soon as possible. Ideally within a matter of days or weeks. This will enable us to establish what happened more easily.
Complaints should be addressed to Practice Manager. We will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly and courteously.

How We Deal With Your Complaint
We will acknowledge your complaint within 3 working days and aim to have looked into your complaint within 14 working days of the date when you first raised it with us. we shall aim to: 1. Find out what happened and what went wrong 2. Enable you to discuss the problem with those concerned, if this is your wish 3. Ensure you receive an apology, where this is appropriate 4. Identify what we can do to make sure the problem doesn’t happen again

Satisfactory Resolution of Complaints
We hope that, if you have a problem, you will use our practice Complaints Procedure. We believe this will give us 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 approach the NHS Commissioning Board, if you are dissatisfied with the result of our investigation. You should contact the following:
NHS Commissioning Board, PO BOX 16738, Redditch B97 9PT or Telephone: 0300 311 22 33