106 Littleover Lane, Derby, DE23 6JJ
info@littleoverdentalpractice.co.uk
Call us today 01332 776 177
Complaints Policy
Complaints Procedure - Information for Patients
If you have a complaint or concern about the service you have received from the dentists or any of the staff working at Littleover Dental Practice, please let our manager Anna Seeds know by calling 01332 776 177. We operate a practice complaints procedure. Our complaint system adheres to national criteria.
How to complain
We hope that most problems can be sorted out easily and quickly, at the time they arise and with the person concerned. If your problem cannot be sorted in this way and you wish to make a complaint, we would like you to let us know as soon as possible as this will enable us to establish what happened most 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;
- within 6 months of discovering that you have a problem, provided this is within 12 months of the incident
Complaints about the treatment should be made to the dentist who normally sees you. Alternatively, you may ask for an appointment with our practice manager Anna Seeds in order to discuss your concerns. She will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will help if you are as clear as possible.
What We Shall Do
We shall acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 working days of receiving it. We shall then be in a position to give you an explanation, or offer a meeting with those involved.
In investigating your complaint, we shall aim to:
- find out what happened and what went wrong
- enable you to discuss the problem with those concerned, if you would like this
- ensure you receive an apology where this is appropriate
- identify what we can do to ensure the problem does not happen again
Complaining on Behalf of Someone Else
Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have the permission to do so. A note signed by the person concerned will be required unless they are incapable of providing this because of physical or mental illness or are a child under 16 years.
Complaining to Dental Complaints Service
We hope that if you have a problem, you will make use of our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, this does not affect your right to complain to the Dental Complaints Service if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. If you wish for further advice you should contact: (see below)
Dental Complaints Service
info@dentalcomplaints.org.uk
Dental Complaints Service
Stephenson House
2 Cherry Orchard Road
Croyden
CR0 6BA
tel: 020 8253 0800
General Dental Council
complaints@gdc-uk.org
The General Dental Council
37 Wimpole Street
London
W1G 8GT
tel: 020 8253 0800
NHS England
England.contactus@nhs.net
NHS England
PO Box 16738
Redditch
B97 9PT
tel: 0300 311 2233
Chief Executive Officer
NHS Derby and Derbyshire Integrated Care Board
1st Floor North
Cardinal Square
10 Nottingham Road
Derby
DE1 3QT
tel: 01332 868 803
Denplan Patients
For those patients registered with Denplan from Littleover Dental Practice, they can ring Denplan direct for advice
tel: 0800 401 402
Ombudsman Services
www.ombudsman-services.org
tel: 0345 015 4033