It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, investigating them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We welcome any comments you may have; feedback forms are available at reception. Please tell our receptionist if you wish to discuss your matter in private.
If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly. Our Complaints Manager and will be your personal contact to assist you with any complaints. Complaints are dealt with courteously and promptly to be resolved as quickly as possible. We accept complaints made verbally as well as written complaints, you can contact us via email phone or letter “FAO Complaints Manager”.
We aim to resolve verbal complaints within 24 hours where possible, but if you complain in writing the Complaints Manager will will send an acknowledgement email or letter within 3 working days and will aim to provide a full response in writing as soon as practical. You can send your complaints to: Complaints Manager, Dental Health Spa 14-15 Queens Road, Brighton, BN1 1AG or email firstname.lastname@example.org or call 01273 701381
If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when it is suitable for you and the practice. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint.
We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints.
We have a 48 hours cancellation policy. Charges may apply for a broken appointment in less than this time.
Care Quality Commission
Code of Practice
We want to create a supportive and inclusive environment where our staff can reach their full potential and care is provided in partnership with patients, without prejudice and discrimination. We are committed to a culture where respect and understanding is fostered, privacy, dignity and independence is respected and the diversity of people’s backgrounds and circumstances is positively valued.
Our policy is to provide and maintain safe and healthy working conditions, equipment and systems of work for all our employees and to provide such information, training and supervision as they need for this purpose. Infection control is of prime importance in this practice. Every member of staff will receive training in all aspects of infection control, including decontamination of dental instruments and equipment, as part of their induction program and through regular update training, at least annually.
The General Dental Council, 37 Wimple Street, London, W1M 8DQ
Telephone: 0207 167 6000
The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon,
Telephone: 0208 253 0800
Care Quality Commission National Correspondence, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
Telephone: 03000 616161