CODE OF PRACTICE FOR HANDLING COMPLAINTS
Park Lane Dental Group
In this practice we take complaints very seriously and try to ensure that all patients are pleased
with their experience of our services. When patients complain, they are dealt with courteously and
promptly so that the matter is resolved as quickly as possible.
Complaints made to the practice
The person responsible for dealing with any complaints about the service is the Practice Manager.
If a patient complains on the telephone or at the reception desk, we will listen to his or her
complaint and offer to refer him or her to the Practice Manager. The member of staff will take brief
details of the complaint and pass them on. If we cannot arrange this within a reasonable period
or if the patient does not wish to wait to discuss the matter, arrangements will be made for
someone to deal with it. If the patient complains in writing the letter will be passed on immediately to the Practice Manager.
If a complaint is about any aspect of clinical care or associated charges it will normally be
referred to the dentist unless the patient does not want this to happen. We will acknowledge the patient’s complaint including a copy of this Code of Practice within five working days. You will be invited to discuss your concerns; we will seek to investigate the complaint within the agreed response period of the complaint being received to explain the circumstances which led to the complaint. If we are unable to investigate the complaint within this agreed time period, 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. This will be within 21 days of the complaint received. Proper and comprehensive records are kept of any complaint received. Park Lane Dental Group welcomes all complaints; any patient that makes a complaint will not be adversely treated due to having complained. If you do not wish to complain directly to the Practice, you can address your complaint directly to the relevant body.
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 to NHS England
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. This does not affect your right to approach the NHS England if you feel you
cannot raise your complaint with us or you are dissatisfied with the result of our investigation.
Should you wish to make a direct complaint to NHS England please contact:
NHS England Customer Support Centre,
PO Box 16738,
Telephone: 03003112233 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)
Parliamentary & Health Service Ombudsman
Telephone: 0345 015 4033
Dental Complaints Service
2 Cherry Orchard Road
Telephone: 020 8253 0800
(Monday – Friday 9am – 5pm)
General Dental Council
37 Wimpole Street
Telephone: 0845 222 4141 or 020 7887 3800
Approved by Dr A Riberio
Date Published 11/08/2022