We take complaints very seriously at Old Park Dental. We aim to ensure every single patient is satisfied with both the treatment and the experience. When a complaint is made, you will be dealt with promptly. We aim to follow the objectives below when working towards resolving a complaint.
- Reponses; we aim to respond to complaints in the same way we would want our personal complaints to be dealt with, we learn from every mistake and will respond to all complaints in a polite and sensitive way.
- Our Reception team alongside the Treatment Co-ordinating team are primarily encouraged to rectify any complaints. If the complaint needs to be escalated to the highest level this will be taken further. The person responsible will be the practice manager; Navdeep Chal.
- If you complain over telephone or at the welcome desk, we will listen to the complaint and we will refer you to the practice. If the practice manager is not available, we will log the complaint and will get in touch within 24 hours to let you know when you will be able to speak with your dentist, we will make arrangements for this. If on the rare occasion we are unable to set up a meeting with your dentist or the clinical manager we will make arrangements for someone else to deal with the complaint but this will be escalated never the less if not resolved immediately.
- If you complain in writing this will be passed onto the practice manager, we will also notify of receipt within 24 hours.
- Should the complaint be regarding your clinical care or associated charges this will be referred to the dentist, unless you do not want this to happen.
- Your complaint will be acknowledged in writing within a maximum period of 24 hours
- We seek to investigate your complaint within a 2-week period which is sufficient enough to allow us to explain the circumstances that led up to the complaint. We will then get in contact to set up a meeting so we can discuss this, should you wish not to meet us we will speak to you over the phone to discuss this. If we are unable to investigate your complaint within the time-frame specified we will get in touch notifying you of reasons for delay and a likely timeframe of resolution.
- The decision about the complaint will be made in writing immediately after the completion of our investigation. We will keep comprehensive records about the complaint in line with compliance.
If at any point you are unsatisfied with the results of our procedure then a complaint may be made to:
- Dental Complaints Service – 37 Wimpole Street, London, W1G 8GT – 02082530800
- General Dental Council - 37 Wimpole Street, London, W1G 8GT – 02071676000
