Feedback & complaints
Feedback and complaints
We welcome comments, suggestions and complaints so that we can keep improving our service to you. If you have a comment, suggestion or complaint, please contact the practice manager in person, by phone, by letter or by email. We take complaints seriously and have a procedure to resolve any problem in the shortest possible time.
Our complaints procedure
Our aim is always to have satisfied patients, to meet your expectations of care and service, and to resolve any complaint as efficiently, effectively and politely as possible. We take complaints seriously, investigate them fully and fairly, and take great care to protect your confidentiality. We learn from complaints to improve our care and service, and we will never discriminate against a patient who has made one. We are happy to answer any question you have about this procedure.
If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible so that we can address your concern promptly. We accept complaints made verbally as well as in writing. Natalie Marucci is the complaints manager and will be your personal contact. You can write to her at Clear Dentistry, Hoe Road, Bishops Waltham, Hampshire SO32 1DS, call 01489 892240, or email Manager@cleardentistry.co.uk. If she is unavailable, we will take brief details and she will respond as soon as practical.
What happens next
We aim to resolve verbal complaints within 24 hours where possible. If you complain in writing, the complaints manager will send an acknowledgement within three working days and aim to give you a full written response as soon as practical.
We keep comprehensive, confidential records of your complaint, stored securely and accessible only to those who need to know. If the investigation takes longer than expected, the complaints manager will contact you at least every ten working days to explain the reason for any delay, the progress of the investigation and the proposed completion date. When it is complete you will be told the outcome in writing, addressing each of your concerns as clearly as we can.
We regularly analyse complaints to learn from them and improve our services, which is why we always welcome your feedback, comments and suggestions.
If you are not satisfied with our response
For private treatment, you can contact the Dental Complaints Service within 12 months of the treatment, or within 12 months of becoming aware of the issue: 020 8253 0800, www.dentalcomplaints.org.uk.
For NHS treatment (children only at this practice), you can contact the Integrated Care Board on 0300 561 2561 or hiowicb-hsi.patientexperience@nhs.net, and then the Parliamentary and Health Service Ombudsman on 0345 015 4033 or www.ombudsman.org.uk.
The General Dental Council regulates all dental professionals. You can complain through its online form at www.gdc-uk.org, by email to information@gdc-uk.org, or by calling 020 7167 6000. The Care Quality Commission regulates private and NHS dental services in England, on 03000 616161 and www.cqc.org.uk, and can take action against a provider that is not meeting its standards.