Complaints policy

At Barnet Orthodontic Practice we take complaints very seriously 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 patients’ concerns in a caring and sensitive way.

  1. The Team Members responsible for dealing with any complaint about the service which we provide is Ummel Chowdhury (Complaints Manager) and Dr Coonar (Principal)
  2. If a patient complains by telephone or in person, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to the Complaints Manager and arrangements will be made for this to happen. The member of staff will make a written record of the complaint, provide the patient with a copy (if requested).
  3. The details of the complaint will passed on to the Complaints Manager
  4. If the patient complains in writing or by email it will be passed on immediately to the Complaints Manager.
  5. If a complaint is about any aspect of clinical care or associated charges it will be referred to the Orthodontist concerned, unless the patient does not want this to happen.
  6. We will acknowledge the patient’s complaint in writing and enclose a copy of our code of practice as soon as possible, normally within THREE working days. We will offer to discuss the complaint at a time agreed with the patient, asking how the patient would like to be kept informed of developments, for example, by telephone, face to face meetings, letters or e-mail. We will inform the patient about how the complaint will be handled and the likely time that the investigation will take to be completed. If the patient does not wish to discuss the complaint, we will still inform them of the expected timescale for completing the process.
  7. We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far as reasonably practicable, as to the progress of the investigation. Investigations will normally be completed within TEN working days, but the Parliamentary and Health Service Ombudsman permits a period of SIX MONTHS.
  8. When we have completed our investigation, we will provide the patient with a full written report. The report will include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.
  9. 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
  10. If patients are not satisfied with the result of our procedure then a complaint may be referred to:
  • Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP, telephone: 0345 015 4033 or www.ombudsman.org.uk (NHS treatment).
  • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ. 0845 222 4141 (NHS and Private treatment)
  • The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER, 08456 120 540 or www.dentalcomplaints.org.uk (Private treatment).

NHS patients

  • Complaints team, 03003 11 22 33 england.contactus@nhs.net
  • Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP, telephone: 0345 015 4033 or www.ombudsman.org.uk (NHS treatment).
  • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ. (NHS and Private treatment)
  • British Dental Health Foundation 0845 063 1188

Private treatment

  • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ.
  • Private Dental Complaints Service at https://dcs.gdc-uk.org/ Phone: 020 8253 0800 (Monday to Friday 9am to 5pm)
  • The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER.                       
  • Tel: 08456 120 540 or www.dentalcomplaints.org.uk

This page was last updated on the 13th of November 2017