COMPLAINTS PROCEDURE


Smile Sensations' biggest aim is to create a safe and happy environment for both staff and patients. We strive to provide the highest standards of care and professionalism at all times, and we welcome feedback from our patients as part of that commitment.


Contact

If you feel dissatisfied with any aspect of your care, please contact our Practice Manager (Claire Edwards) or Principal Dentist (Dr Punam Burmi).


Tel: 020 8303 1422

Email: reception@smilesensations.co.ukPost

Address: 268-270 Days Lane, Sidcup, DA15 8PG


Suggestions

Many people feel more comfortable making a suggestion than making a formal complaint. Suggestions can be made by anyone receiving our services, or by their friends or family.


You can make a suggestion by:

  • Speaking to the Practice Manager or Principal Dentist
  • Using our comments or suggestion box


Complaints

We aim to handle all complaints quickly, effectively, and in a fair and honest way. We take every complaint seriously and use what we learn from our investigations to improve the service we provide. All complaints are treated in strict confidence.


Smile Sensations assures all patients and their families that we will not withdraw or reduce services because someone has made a complaint in good faith.


Eligibility

Anyone affected by the way Smile Sensations provides services can make a complaint.


A representative may complain on behalf of another person if that person:

  • Has died
  • Is unable to make the complaint themselves
  • Has given consent for the representative to act on their behalf


How to Complain


You can complain in person, by telephone, through a member of staff, or through a representative.


Where a complaint is made verbally, we will make a written record of it and provide you with a copy within 3 working days, by letter or email.


Anonymous Complaints

We deal with anonymous complaints in the same way. However, it should be noted that, if you provide us your contact details, we can update you on the outcome of our investigation.


Responsibility

The registered manager has overall responsibility for dealing with all complaints made about our services.


We will provide, as far as reasonably practical:

  • Any help you need to understand the complaints procedure
  • Advice on where you can get that help
  • Information about making a complaint in a way you can understand


Our Process

The registered manager may ask a member of the management team to investigate your complaint. That person will have sufficient seniority and experience to deal with the issues you have raised.


We will acknowledge your complaint within 3 working days and provide you with the name and contact details of the person investigating it.


We will keep you informed about the progress of the investigation. We aim to complete all investigations within 28 working days, unless we agree a different timescale with you.


When the investigation is complete, we will arrange to meet with you to discuss the outcome, and write to you with details of our findings, any action we have taken, and our proposals to resolve your complaint.


Time Limits

You should complain as soon as possible after the event that gave rise to your concern. If you complain more than 12 months after the event, we may not be able to investigate properly.


We will, however, consider whether you had good reason for the delay and whether a fair and effective investigation is still possible.


Escalation

At any stage during the process, if you are unhappy with the way your complaint is being handled, you can contact our registered manager using the contact details at the top of this page.


If you remain unhappy after we have concluded our process, you can refer your complaint to one of the following:


Dental Complaints Service


General Dental Council: for complaints about private and/or NHS dental care.

Care Quality Commission: cannot act on individual complaints but welcomes information about services.
CQC Address: City Gate, Gallowgate, Newcastle upon Tyne, NE1 4PA, Tel: 03000 616161, www.cqc.org.uk


Smile Sensations is registered with and regulated by the Care Quality Commission.