Splendental Care Complaints Information
Splendental Care aim to deliver a high standard of service and care to all of our patients, however if you feel unhappy with any elements of your treatment and wish to make a complaint then please fill out the form enclosed and the reception team will see that it is handed to the practice managers. You can also phone the practice on:
0116 2891078 or
E-mail us at info@splendentalcare.co.uk.
If you are unhappy with the outcome from our practice managers please request to speak to the principle dentist Brijender Khaseria.
If you are not satisfied with the response from the practice you are entitled to take your complaint to an outside service.
If you are an NHS patient you can contact the Parliamentary and Health Service
Ombudsman at:
Millbank Tower
21, Millbank
Westminster
London
SW1P 4QP
Tel: 03450154033
E-mail: phso.enquiries@onbudsman.org.uk
If you are a private patient you can contact the Dental Complaints Service on:
Tel: 020 8253 0800
E-mail: dcs.gdc-uk.org
SPLENDENTAL CARE COMPLAINTS PROCEDURE
If patients complain in person:
• Say you are sorry they are unhappy and offer a private place to discuss.
• Note brief details.
• Say, “I will arrange for your complaint to be looked into as soon as possible.”
• If a Practice Manager is available to talk offer the patient to speak to them.
• If a Practice Manager is not available hand the patient a complaints contacts envelope.
• Start an action summary sheet and pass it to the dentist concerned immediately. If this is not possible pass it to the senior manager. If the person is not around contact them at home to tell them a complaint was received.
If patients complain by telephone:
• Say you are sorry they are unhappy.
• Note brief details.
• Say, “I will arrange for your complaint to be looked into as soon as possible.”
• If a Practice Manager is available to talk offer the patient to speak to them.
• If a Practice Manager is not available take the contact details and ask what the best time is for the Practice Manager to call.
• Start an action sheet and pass it to the dentist concerned immediately. If this is not possible pass it to the senior manager.
If patients complain by letter:
• Phone patient to inform them we have received the letter and tell them a Practice Manager will contact them.
• Hand letter to Practice Manager
If patients complain by email:
• Send an acknowledgement email (Copy and paste from word)
• Star the email for Dentists attention.
• Inform the dentist concerned
• Fill out a form in the complaints file in reception or ask Charlotte to do so.
Notes:
1. Complaints envelopes are in reception.
2. Definition of a complaint:
An expression of dissatisfaction, which requires an investigation or response.
