Complaints

policy

In the rare case of a complaint, we want to hear from you. If we don’t know about it, then we can’t fix it.

 

It is our aim to always have satisfied patients, to meet your expectations of care and service, and to resolve any complaints as efficiently, effectively and politely as possible.

 

We take complaints seriously and will investigate them in a full and fair way, taking care to protect your privacy.

 

Our complaints process is designed to ensure that we learn from our mistakes and improve care and service. We will never discriminate against a patient who has made a complaint and we are happy to answer any questions you may have about this procedure.

 

If you are not entirely satisfied with the care and service you have received, please let us know as quickly as possible so we can put things right.

 

How to complain:

If you are not satisfied with any aspect of our service or care you can tell us in one of the following ways:

In person – call into the practice at 6 Beauchamp Hill, Leamington Spa CV32 5NS, we are open Monday to Thursday 8:30 am to 5 pm and Friday 8:30 am to 2:30 pm.

In writing – write to us at The Grove Practice, 6 Beauchamp Hill, Leamington Spa CV32 5NS. Please address your letter to The Complaints Manager.

By telephone – call us on 01926 423563 option 5 which will direct you to the Practice Manager

By email – using the email address complaints@thegrovepractice.co.uk

 

In normal circumstances your complaint will be managed by Jen Blakeman our Practice Manager, in her absence a member of the team will take details of your complaint and pass them onto the practice owners.

 

How long will it take?

  • We will acknowledge your complaint within 3 working days
  • We will investigate your complaint fully and fairly and aim to respond within 2 working weeks
  • If the investigation takes longer than expected we will notify you of the delay and reasons and provide you with an expected timescale

 

Recognising complaints

Our team is aware that complaints are any expression of dissatisfaction by a patient (or their representative) about a dental service or treatment.

 

Recording complaints

Jen Blakeman, as complaints manager, will record all complaints and associated records and correspondence. Complaint Records are treated as confidential at all times and kept separate from clinical records. Only authorised persons have access to the Complaints Records. We submit our annual complaints report to the CQC.

 

If you are dissatisfied with the outcome:

If you are dissatisfied with our response to a complaint, you can contact the Dental Complaints Service, who are a team of trained advisors whose aim is to help private dental patients and dental professionals settle complaints about private dental care fairly and efficiently. They provide a free and impartial service funded by the General Dental Council, the organisation that regulates dental professionals in the UK.

 

You can contact them using the following routes:

 

Telephone

020 8253 0800 (Monday – Friday, 9am – 5pm)

 

Online:

Contact us through our enquiry form

 

Write to:

Dental Complaints Service

37 Wimpole Street

London

W1G 8DQ