Paterson & Sadler

Complaints Policy

Our aim is to provide the highest level of care for all our patients.  We will always be willing to hear if there is any way that you think that we can improve the service we provide. If you have any complaints or concerns or queries about the service that you have received from the dentists or any staff working for this practice, please let us know.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily.  If it is not possible to do that, please let us have details of your complaint:

Within 6 months of the incident that caused the problem; or, Within 6 months of discovering that you have a problem, provided that is within 12 months of the incident.

Our Senior Dental Nurse Susan Clark or either of the dentists will be pleased to deal with any complaint.  They will explain the procedure to you and make sure that your concerns are dealt with promptly.   You can make your complaint:

What we shall do

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.

We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us.  We shall then be in a position to offer you an explanation, or a meeting with the people involved.

When we look into your complaint, we shall aim to:

At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical & dental confidentiality.  If you  are complaining on behalf of someone else, we have to know that you have his or her permission to do so.  A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

What you can do next

We hope that, if you have a problem, you will use our practice complaints procedure.  We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.

If you remain dissatisfied with the responses to your complaint, you have the right to refer the matter to the Dental Complaints Service, at:

Dental Complaints Service
Stephenson House
2 Cherry Orchard Road
Croydon
CR0 6BA
Phone: 08456 120540
Email: info@dentalcomplaints.org.uk 
Website: www.dentalcomplaints.org.uk

Help us get it right

We constantly try to improve the service we offer. Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better.

“You may not realise it but a kick in the teeth may be the best thing for you!”

Walt Disney