fairford leys smile centre

I would like to

Contact us
8 Hampden Square, Aylesbury, HP19 7HT

Complaints Procedure

  • Home
  • >
  • Complaints Procedure

Complaints procedure

Code of Practice for Patient Complaints

In this practice we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service which we provide Miss Diane Lee, Practice Manager.
  2. If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the Practice Manager immediately. If the Practice Manager is not available at the time, then the patient will be informed when they will be able to talk to the Practice Manager and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the Practice Manager. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  3. If the patient complains in writing or by email, it will be passed on immediately to the Practice Manager, Miss Diane Lee.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
  6. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  8. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
  9. If patients are not satisfied with the result of our procedure then a complaint may be made to:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 www.ombudsman.org.uk

The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540 www.dentalcomplaints.org.uk

The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct

Get in touch

Truly lovely ,fantastic people!! For someone who is anxious going to the dentist after a bad experience many years ago, I feel able to go now without a huge panic and no longer need to hold Hannah's hand!! This is all thanks to their welcoming attitude and the fact that I can trust them. They have been great through routine work and when I needed an emergency appointment.... thankyou guys!....it will be strange not coming in for my fortnightly visits. Highly recommend to everyone.

S. Bonham

See all Testimonials

£50 off your first Facial
Aesthetics treatment

Free consultations for teeth straightening, cosmetic dentistry,
facial aesthetics and OBAGI Medical skincare

Open till 9pm two days a week

Budget for your dental care
with one of our payment plans.

produc thumb2
obagi medical

Over the counter cosmeceutical skincare products might moisturise the top layer of the skin but they are unlikely to reverse any ageing process at the cellular level.

READ MORE
produc thumb1
denplan at the heart of dental care

We offer Free Denplan Transfers

READ MORE

Contact details

Top