Complaints can be made in writing, or verbally. Complaints should be made to the Practice Complaints Manager and should be clear, so that they can be dealt with efficiently. Every complaint will receive immediate written/email acknowledgment, and the management will strive to resolve the complaint within a quick, reasonable period of time. For our full complaints procedure and policy, please ask a member of our reception team. If a complaint is about any aspect of clinical care or associated charges it will normally be acknowledged by the management team and then referred to the treating dentist. Please note that in these cases, Gratton House Dental accepts no liability on behalf of the treating dentist and acts as a liaison between the patient and the treating dentist only. If you are unsatisfied with our internal handling of your complaint, you are free to forward your complaint to the Dental Complaints Service (www.dentalcomplaints.org.uk) if still unsatisfied, you may wish to forward your complaint to the General Dental Council.
No tolerance/Abuse policy:
We operate a zero-tolerance policy to abuse to our dentists and staff. In the event of loud/disorderly/drunken behaviour, or persistent missing and late cancelation of appointments (after multiple warnings), we reserve the right to refuse treatment and admission.
We store all patient personal details on a secure computer system in accordance with GDPR. All clinical notes, digital radiographs, digital photographs etc. remain the property of Gratton House Dental. Copies of notes, radiographs and photographs can be made available on request at an associated fee.
We hope that you are entirely satisfied with your dental care and experience, and would be happy to recommend us to others.
If not, please let us know so that we can rectify the problem and improve our service.
We endeavour to provide high quality care, but understand things go wrong. If you feel you have reason to complain, please let us know so that we can settle things as quickly and amicably as possible.
In the first instance, we would hope you would feel comfortable discussing the issue with your dentist. If this is not the case, then please contact the practice manager in writing. We will do our best to resolve the complaint as soon as possible. Please see our contact details page for further information.
If you are not satisfied with the response to your complaint then you can contact NHS England directly on 0300 311 22 33 with regards to NHS treatment, or the Parliamentary Health Service Ombudsman on 0345 015 4033 or the Dental Complaints Service on 02083 530800 with regards to private treatment.