Complaints procedure

At Beechview Dental Care, we pride ourselves on the high quality of care we provide our patients. Our aim is to look after you as we wish to be looked after ourselves.

However, if you have any concerns or comments regarding your dental care, we will address these as a matter of priority.

How do I complain?

You can make a complaint verbally or in writing, and you can make it directly to your dentist or any member of the practice team.

How will my complaint be handled?

Verbal

A verbal complaint will be immediately logged by the member of the team you talk to, and we will try and resolve your concerns at the time. If appropriate, the Practice Manager will discuss your complaint with you to try and resolve the situation. As all of our clinicians operate as independent practitioners, any complaint concerning clinical care will be immediately passed to your treating clinician, who will be available to discuss and resolve your concerns.

Written

You can make a complaint in writing to your practice, the Practice Manager or the practitioner, and it will be handled as outlined below.

1. An acknowledgement letter of your complaint will be sent to you within three working days.

2. Your complaint will be passed to our Complaints Manager, Dr. Laura Hunter.

3. If your complaint is about clinical care, it will be passed to your treating practitioner so that they can respond to the complaint and resolve it.

4. A full response will be provided to you within 15 working days.

If we think there will be a delay in providing a full response, we’ll let you know, and we’ll keep you updated every ten working days of the progress of your complaint.

What do I do if I’m not satisfied with the complaints process?

If you’re not happy with how your complaint has been handled, then please get in touch with our Complaints Manager, Dr. Laura Hunter, who can be contacted at laura.hunter@portmanhealthcare.co.uk

What do I do if I’m not satisfied with the outcome?

If your care was provided under an NHS contract, and you’re not happy with the outcome of your complaint, you can get in touch with NHS England:

By post:

NHS England, PO Box 16738 Redditch B97 9PT

By email: england.contactus@nhs.net

If your care was provided privately, and you’re not happy with the outcome of your complaint, you can contact the Dental Complaints Service:

By post:

Dental Complaints Service,  Stephenson House,  2 Cherry Orchard Road,  Croydon,  CR0 6BA

By email: info@dentalcomplaints.org.uk

If you remain dissatisfied with the resolution of your complaint, then the Parliamentary Health and Service Ombudsman can be contacted on 0345 015 4033.

Portman Dental Care Awards

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BDA Good Practice Award - Portman Dental Care
Elite Practice Award - Portman Dental Care