Invisalign Diamond Provider
smilecliniq
smilecliniq
  • logo

    What Clinic
    Patient Service Award 2017

  • logo

    The Dentistry Awards
    Winner
    Best London Dental Practice

  • logo

    The Dentistry Awards
    Winner
    Best London Dental Practice

  • logo

    The Dentistry Awards
    Winner
    Best Practice Finalists

  • logo

    The Dentistry Awards
    Winner
    Best Patient Care Finalists

  • logo

    The Dentistry Awards
    Winner
    Best Dental Team South Finalists

  • logo

    Practice Of The Year South Finalists

  • logo

    The Dentistry Awards
    Winner
    Best Practice Finalists

  • logo

    Best Patient Care Finalists

  • logo

    Best Dental Team South Finalists

  • logo

    Practice of the year south Finalists

Complaints procedure

  • HOME
  • /
  • Complaints procedure

Code of Practice for Patient Complaints

In this practice we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service which we provide Zarna Ganatra, Practice Manager.
  2. If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the Practice Manager immediately. If the Practice Manager is not available at the time, then the patient will be informed when they will be able to talk to the Practice Manager and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the Practice Manager. 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 else to deal with it.
  3. If the patient complains in writing or by email, it will be passed on immediately to the Practice Manager, Zarna Ganatra.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
  6. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  8. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
  9. If patients are not satisfied with the result of our procedure then a complaint may be made to:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 www.ombudsman.org.uk

The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540 www.dentalcomplaints.org.uk

The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct

CALL US ON: 020 3199 4519

OR

BOOK AN APPONTMENT NOW

Call for a consultation today

phone

020 3199 4518

© Copyright Smile Cliniq 2019 | 020 3131 8638 | Site Last Updated: 11 December 2019

Smile Cliniq Limited. A company registered in England and Wales. Company number 08279068.

Registered office: C/O TG Associates 7 Jardine House, Harrovian Business Village, Bessborough Road, Harrow, Middlesex, HA1 3EX

Terms of Use | Privacy Policy | Health & Safety Charter | Complaints procedure | Data Protection

Website by Digimax Dental

×

Online booking for new patients

Book your appointment in 3 easy steps. Please fill in our appointment form below, make a £30 deposit (100% refundable with 24hr notice) and choose your preferred date & time.

Choose your branch

Your Name

Your Email

Mobile Number

If required times are not available please call us for more appointment availability, after making the deposit payment. For more information read our Deposit Payment Policy.