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Code of Practice for Patient Complaints

At Marjory Lees Dental Centre we aim to ensure all our patients are happy with their dental experience with us. All of your feedback is important to us, and we take complaints very seriously. We endeavour to respond promptly to resolve the complaint as quickly as possible, keeping you informed on the progress of the complaint and we make every effort to answer any questions and concerns you raise. We strive to provide high quality dental care and reflect on each complaint received in order to improve our service.

We aim to respond to a complaint by telephone or in writing as soon as possible after it is received.

If a patient verbally expresses a concern or complaint at reception or by telephone regarding any aspect of their dental care they will be asked if they would like to make an appointment to discuss their concern with their dentist. If the patient prefers to speak to the Complaints Manager, arrangements will be made for this. We aim to resolve any verbal complaint by the end of the next working day.

If a patient writes to the practice with a complaint we will aim to respond as soon as possible. We will send an acknowledgement letter with our Code of Practice for Patient Complaints within three working days and respond within ten working days of receiving the complaint. In exceptional circumstances where further investigation is required a different timescale may be necessary. This will be outlined in the acknowledgement letter giving reasons for the time required to investigate the complaint, and an estimated timescale for investigation with a progress report sent to the patient every ten days.

Our Complaints Manager, Kate Whitby, is responsible for dealing with any complaints received.

We keep comprehensive records of all complaints received.