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.

We aim 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.

You can raise a complaint in person, by phone on 01625 574609, by email to reception@bollingtondental.co.uk or in writing to Dr Ellie Burrows, Bollington Dental Practice, 19 Bollington Road, Bollington, Macclesfield, SK10 5EJ.

1. The person responsible for dealing with any complaint about the service which we provide is Dr Ellie Burrows, Principal Dentist.
2. 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 Principal Dentist immediately. If the Principal Dentist is not available at the time, then the patient will be informed when they will be able to talk to the Principal Dentist, 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 Principal Dentist. 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.
3. If the patient complains in writing or by email, it will be passed on immediately to the Principal Dentist, Dr Ellie Burrows.
4. 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.
5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
6. We will seek to investigate the complaint within ten working days of receipt to explain 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.
7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
8. 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.
9. If patients are not satisfied with the result of our procedure, then a complaint may be made to the organisations below.

For NHS treatment, you can also complain to NHS Cheshire and Merseyside instead of to us: Patient Advice and Complaints Team, NHS Cheshire and Merseyside, No 1 Lakeside, 920 Centre Park Square, Warrington, WA1 1QY. Telephone: 0800 132 996.

If you are still unhappy after a final response about NHS care, you can ask the Ombudsman to look at it: Citygate, Mosley Street, Manchester, M2 3HQ. Telephone: 0345 015 4033 www.ombudsman.org.uk

For private treatment, contact the Dental Complaints Service: Fifty Paddington, 50 Eastbourne Terrace, London, W2 6LG. Telephone: 020 8253 0800 dcs.gdc-uk.org.

If you are concerned about a dental professional’s fitness to practise, contact the General Dental Council, the dentists’ regulatory body: Fifty Paddington, 50 Eastbourne Terrace, London, W2 6LG. Telephone: 020 7167 6000 www.gdc-uk.org.