At One Clinic Leigh, we take patient complaints seriously and aim to address them courteously and promptly to achieve a swift resolution. Our commitment to handling complaints is guided by the following principles:
- Responsibility: Beena Khan, our director, is responsible for handling all service-related complaints.
- Communication: If a patient lodges a complaint in person or over the phone, we’ll immediately forward it to Beena Khan. If she’s unavailable, we’ll arrange a suitable time for a discussion.
- Written or Email Complaints: For complaints received in writing or via email, we will promptly acknowledge the complaint and initiate our resolution process, which involves an initial response, investigation, and reaching a resolution.
- Clinical Concerns: Complaints about clinical care or associated charges will typically be directed to the relevant dentist, unless the patient prefers otherwise.
- Acknowledgment: Within three working days, we will send a written acknowledgment of the complaint, along with a copy of our code of practice.
- Investigation: We aim to investigate and provide an explanation for the complaint within ten working days of receiving it. If an in-person meeting is not preferred, we will attempt to communicate via telephone. Should a delay occur, we will inform the patient, specifying the reasons and a likely resolution timeline.
- Decision Confirmation:After completing our investigation, we will promptly confirm our decision in writing.
- Records and Improvement: We maintain comprehensive records of all complaints and actions taken to enhance our services based on the complaints received.
- External Options: If patients remain unsatisfied with our procedure, they have the option to escalate their complaint to:
-The Parliamentary and Health Service Ombudsman at Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 03450 154 033, [Website](www.ombudsman.org.uk).
-The Dental Complaints Service at The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540, [Website](www.dentalcomplaints.org.uk).
– The General Dental Council at 37 Wimpole Street, London. W1N 8DQ. Telephone: 08452 224 141, the regulatory body for dental professionals.
We are committed to addressing your concerns promptly and professionally, and we encourage open communication to achieve a satisfactory resolution.
