Complaints Procedure

In this practice we take complaints very seriously indeed 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 customers’ concerns in a caring and sensitive way.

The person responsible for dealing with any complaint about the service which we provide is the Practice Manager.

Verbal Complaints

If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the practice manager immediately. If the practice manager is not available at the time, then the patient will be informed when they will be able to talk to the practice manager and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the Practice Manager. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.

Written Complaints

If a patient complains in writing or by email, it will be passed on immediately to the Practice Manager. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.

Investigation Process

If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.

We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint.  If the patient does not wish to meet us, then we will attempt to talk to them on the telephone.

If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

Complaint Outcome

We will confirm the outcome about the complaint in writing immediately after completing our investigation.

Comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.

We will do our best to provide you with a satisfactory resolution to your complaint however if you feel this is not the case, further advice should be sought.

How you make a complaint about primary care services is changing on 1 July 2023

From 1 July 2023 the way members of the public make a complaint about primary care services to the commissioner is changing. By primary care services we mean GPs, dentists, opticians or pharmacy services.

There are two ways you can make a complaint:

You can complain to the healthcare provider: this is the organisation where you received the NHS service, for example a GP surgery or dental surgery, or you can complain to the commissioner of the service: this is the organisation that paid for the service or care you received.

After 1 July 2023 if you want to make a complaint about primary care services to the commissioner you will need to contact North Central London Integrated Care Board instead of NHS England.

You can do this by:

Telephone: 020 3198 9743
E-mail: [email protected]

Post: North Central London Integrated Care Board
Complaints Team
Laycock PDC
Laycock Street
London
N1 1TH

If you have a formal complaint to make, it is always advisable to try and resolve an issue directly with the provider in the first instance.

Members of the public with ongoing complaints received on/after 1 July 2022 will receive a letter from NHS England informing them that the ICB is now handling their complaint with confirmation of their case handler.

Members of the public with any ongoing complaints received before 1 July 2022 will receive a letter from NHS England informing them that their complaint is being retained by NHS England with confirmation of their case handler.

If you have any queries, please contact [email protected]

You have the right to make a complaint about any aspect of NHS care, treatment or service, and this is written into the NHS Constitution on GOV.UK.

Find out more about how to feedback or make a complaint about an NHS service.

Practice Managers

Farringdon
Contact: Pretty Senthilingam
Email: [email protected]
Tel: 020 7831 1702

Canary Wharf
Contact: Perry Senthilingham
Email: [email protected]
Tel: 020 7719 0007

Hampstead
Contact: Leila Dousti
Email: [email protected]
Tel: 020 7431 7542

Barbican
Contact: Goda Lukauskaite
Email: [email protected]
Tel: 020 7251 2222

Holborn
Contact: Denisa Timplarescu
Email: [email protected]
Tel: 020 7242 2222

Manchester
Contact: Carole Harrison
Email: [email protected]
Tel: 0161 214 4800

Redbridge
Contact: Dominika Rippel
Email: [email protected]
Tel: 020 3904 7466

Lancaster
Contact: Donna Mulliner
Email: [email protected]
Tel: 01524 544654

Marketgate
Contact: Hanifa Soderberg
Email: [email protected]
Tel: 01524 32630

Hartlepool
Contact: Leanne Burns
Email: [email protected]
Tel: 01429 861327

Chingford Dental
Contact: Dominika Rippel
Email: [email protected]
Tel: 020 8529 1587

Roseberry Dental
Contact: Margaret Turner
Email: [email protected]
tel: 01287 610410