Complaints Procedure

We are committed to providing a high-quality service to all of our patients, but if something goes wrong, we need to know. This will help us to learn from our mistakes and improve our standards. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.

The person responsible for dealing with any complaint about the service that we provide is Clare Masterson, our Complaints Manager.

If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately.

If a patient complains in writing, the letter or email will be passed on immediately to the Complaints Manager.

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.

If we anticipate your complaint will take longer to be investigated, you will be informed of the expected time scale and regularly updated.

We will confirm the decision about the complaint in writing as soon as practical after completing our investigation.
If patients are not satisfied with the result of our procedure, then a complaint may be made to one the appropriate following services.

For NHS patients;

NHS Dorset
Customer Care Team
Vespasian House
Barrack Road
Dorchester
Dorset
DT1 1TG
01305 368 926
Customer.careteam@nhsdorset.nhs.uk

If you are still unhappy after contacting the NHS customer care team, you can contact the Health Services Ombudsmen at.

Parliamentary and Health Service Ombudsman
Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
0340154033
Phso.enquiries@ombudsman.org.uk

For private patients;

The Dental Complaints Service
37 Wimpole Street
London
W1G 8DQ
02082530800
https://dcs.gdc-uk.org/