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Patient Complaints Policy

At Carlton Dental we take complaints very seriously and try to ensure that all patients are pleased with their experience of our service. If a patient complains they are dealt with courteously, promptly and in a caring and sensitive manner so that the matter is resolved as quickly as possible.

  1. The person responsible for dealing with any complaint about the service we provide is Dr Will de Vries.
  2. 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 owner as soon as reasonably practicable.

If the practice owner is not available at the time, then the patient will be told when they are able to talk to the practice owner and arrangements will be made for this to happen. The member of staff dealing with the complaint will take brief details and pass them on. If the patient does not wish to wait to discuss the matter, it will be arranged for someone else (the receptionist) to deal with it. However, this is not desirable.

  1. If the patient complains in writing, the letter will be passed on immediately to Dr Will de Vries.
  2. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days.
  3. We will seek to investigate the complaint within ten working days of the complaint being received 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 him or her 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.
  4. We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.
  5. Proper and comprehensive reports are kept of any complaint received.
  6. Following all complaints, an analysis will be undertaken by the practice to analyse and learn from the event in order to fulfil the practice’s aim of providing the highest standard of care possible. This is kept in the complaints file.
  7. If patients are not satisfied with the result of our procedure then a complaint may be made to:
    • The Dental Complaints Service (08456 120 540) for complaints about private treatment. Further information about the Dental Complaints Service can be found at:
    • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the dentist’s registration body) for reporting a dentist’s unfitness to practice. Further information about the General Dental Council can be found at: