Suggestions and complaints
We actively invite your suggestions and feedback to help us refine the service we offer. Receiving a testimonial from our wonderful patients is rewarding for the whole team.
If you feel unhappy with any aspect of your experience then we will do our best to resolve this for the benefit of all concerned. Below is a copy of our formal complaints procedure.
Atlantic Dental complaints procedure
If you have a complaint or concern about the service you have received from the dentists or any of the staff working in this practice, please let us know. We operate a practice complaints procedure that system adheres to national criteria.
How to complain
We hope that most problems can be sorted out easily and quickly, at the time they arise and with the person concerned. If your problem cannot be sorted in this way and you wish to make a complaint, we would like you to let us know as soon as possible ideally, within a matter of days or at most a few weeks because this will enable us to establish what happened most easily. If it is not possible to do that, please let us have details of your complaint:
· within 6 months of the incident that caused the problem; or
· within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.
Complaints about the treatment you received should be made to the dentist who normally sees you. Alternatively, you may ask for an appointment with Kirsteen Warner in order to discuss your concerns. She will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will help if you are as clear as possible about your complaint.
What we will do
We shall acknowledge your complaint within 3 working days and give you a timescale in which we to investigate and respond to your complaint. We will keep you informed of any progress, letting you know of any delays in resolving your complaint. We shall then be in a position to give you an explanation or offer a meeting with those involved.
In investigating your complaint, we shall aim to:
· find out what happened and what went wrong
· enable you to discuss the problem with those concerned, if you would like this;
· ensure you receive an apology, where this is appropriate;
· identify what we can do to make sure the problem does not happen again.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have the permission to do so. A note signed by the person concerned will be needed, unless that are incapable of providing this because of physical or mental illness or are a child under 16 years.
You may find the following contacts useful:
Independent Complaints Advocacy Service (ICAS)
Tel: 01579 345193 Email: firstname.lastname@example.org
The Parliamentary and Health Service Ombudsman
Tel: 0345 015 4033
Dental Complaints Service
Tel. 08456 120 540 E-mail: email@example.com
The General Dental Council
Tel. 020 7887 3800 E-mail: firstname.lastname@example.org