Introduction
At Minty Dental Health Centre, we strive to provide the highest quality dental care. We are committed to addressing any concerns or complaints you may have in a professional and timely manner. This policy outlines our approach to handling complaints and is in line with the standards set by the General Dental Council (GDC) and the Care Quality Commission (CQC).
How to Make a Complaint
If you have a concern or complaint, please contact us directly. You can do this verbally, in writing, or via email. Our staff will be happy to assist you and guide you through the complaints process.
Steps in the Complaints Process
- Initial Contact: Please raise your complaint with the member of staff who provided your care, if possible. They will listen to your concerns and try to resolve the issue informally.
- Formal Complaint: If you are not satisfied with the informal resolution, you can make a formal complaint by contacting our practice manager. You can do this in writing or via email.
- Acknowledgement: We will acknowledge your complaint within three working days and provide you with details of the complaints procedure.
- Investigation: We will investigate your complaint thoroughly and aim to resolve it within 10 working days. You will be kept informed of the progress.
- Response: Once the investigation is complete, we will provide you with a written response, including any actions taken or proposed to address your concerns.
- Escalation: If you are still not satisfied with the outcome, you can escalate your complaint to the Dental Complaints Service (DCS) for independent review.
Confidentiality and Transparency
We will handle your complaint with the utmost confidentiality and transparency. All complaints will be logged and monitored to identify trends and areas for improvement. We will provide regular updates to keep you informed of the progress.
Your Rights
You have the right to:
- Be treated with respect and dignity.
- Have your complaint acknowledged and investigated promptly.
- Receive a clear and detailed response.
- Escalate your complaint if you are not satisfied with the outcome.
Contact Us
If you have any questions about this Privacy Policy, please contact us at:
Minty Dental Health Centre
194 West End Lane, London NW6 1SG
info@mintydental.co.uk
+44 (0) 20 3883 2560
