Complaints & Feedback

At Confident Dental & Implant Clinic, we strive for excellence and aim to delight in all our interactions and services but if for any reason you feel that we have not, please be assured that we take complaints seriously and we aim to ensure that all our patients are pleased with their experience. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This policy is based on these objectives.

In responding to a complaint, we aim to treat you the way we would like to be treated if we were in your position.

We aim to respond to a complaint effectively and ensure that we take the opportunity to learn and improve our service.

The person responsible for dealing with any complaint about the service which we provide is our complaints manager Alison Williams.

If a patient makes a verbal complaint, we will listen to and offer to refer him or her to Alison without delay. If Alison is not available at the time of the verbal complaint, then the patient will be referred to Angela Hewitt de Gandy, our deputy complaints manager.

If the patient complains in writing to our clinic address, the letter or email will be passed to the complaints manager without delay.

If a complaint is about any aspect of clinical care, it will normally be referred to the dental professional involved.

We will acknowledge the patient’s complaint in writing as soon as possible, normally within 3 working days.

We will seek to investigate the complaint and respond within 10 working days of receipt.
If we are unable to investigate the complaint within this time we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

We will confirm the findings of our investigation about the complaint with you as soon as possible after completing our investigation.

Proper and comprehensive records are kept of any complaint received.

Please note that we keep strictly to the rules of clinical confidentiality. If you are complaining on behalf of someone else, we must know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of physical and mental illness) of providing this.

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 an independent body, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.

For further advice, you should contact:
Dental Complaints Service
37 Wimpole Street
London
W1G 8DG
Telephone: 020 8253 0800
Website: www.gdc-uk.org
Telephone: 0845 222 4141 or 020 7887 3800

ISCAS (Independent Sector Complaints Adjudication Service)
Website: www.iscas.cder.com
Email: [email protected]
Telephone: 0207 5366091

Complaints and the CQC
The CQC don’t get directly involved with complaints made to the practice. They do, however, encourage giving feedback for services provided.
To send feedback to the CQC please go to:
https://www.cqc.org.uk/give-feedback-on-care
or telephone 03000 616161 Monday to Friday 8.30am – 5.30pm excluding Bank Holidays