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COMPLAINTS POLICY
At Eastgate Dental & Cosmetic Centre, we try to ensure that all our patients are pleased with their experience of our service. Complaints are dealt with confidentially, courteously, and promptly so that the matter is resolved as quickly as possible.
HOW TO COMPLAIN
It is our aim to always have satisfied patients and to meet your expectations of care and service. We take complaints seriously and we will investigate them in a full and fair manner to ensure they are dealt with effectively and efficiently. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint and we will be happy to answer any questions you may have about this procedure.
If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as written complaints.
Steven Ho is the Complaints Manager and will be your personal contact to assist you with any complaints. We aim to resolve verbal complaints within 24 hours where possible, but if you complain in writing the Complaints Manager will send an acknowledgment letter within 3 working days and will aim to provide a full response in writing as soon as practical.
You can send your complaints to Eastgate Dental & Cosmetic Centre, Level 1, Eastgate Oriental City, Eastgate Road, Bristol, BS5 6XX , call us on 0117 452 9500 or email the Complaints Manager at info@eastgatedentalbristol.co.uk
If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when it is suitable for you and the practice. We will keep comprehensive and confidential records of your complaint, which will be stored securely and will only be accessible to those who need to know about your complaint. If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you at least every ten working days to keep you informed of the reason for any delays, the progress of the investigation, and the proposed date it will be completed.
When the investigation has been completed, you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can. You will also be invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments, or other solutions that meet your needs and resolve the complaint.
We regularly analyse patient complaints to learn from them and to improve our services. We also welcome your feedback, comments and suggestions. If you are dissatisfied with our response to a complaint you can contact GDC private dental complaints service within 12 months of the treamtnet or within 12 months of becoming aware of the issue. Please see the contact details below.
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The General Dental Council (GDC) is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org, contact them at information@gdc-org.uk, or by calling 020 7167 6000. GDC private dental complaints service can be contacted by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk.
You can also contact the Care Quality Commission (CQC) who regulates private and NHS dental care services in England by calling 03000 616161. They can act against a service provider that is not meeting their standards.
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