Complaints Policy
Records
10 Dental keeps proper and comprehensive records of any complaints they receive and the action they have taken following an investigation. They review these records regularly to ensure that we recognise our mistakes and take every opportunity to improve our service.
If you are not satisfied
If your complaint was about dental treatment and you were not satisfied with the result of our investigation, you can take up the matter with a relevant external organisation
For complaints about private dental treatment:
Dental Complaints Service, 37 Wimpole Street, London, W1G 8DQ
Date: 17/04/2023
Review Date: 17/04/2024
Investigating a complaint
10 Dental will offer to discuss the complaint with you and will ask you how you would like to be kept informed of any developments either by telephone, letters, email or face-to-face meetings. 10 Dental will let you know how they will deal with your complaint and the likely time that the investigation will take to complete. If you do not wish to discuss the complaint further, they will still let you know the expected timetable for completing the investigation.
10 Dental will investigate your complaint within seven working days and, as far as reasonably practicable, will let you know how the investigation is progressing.
When 10 Dental has completed its investigation, they will provide you with a full written report unless you have told us that you do not wish further communication. The report will explain how we considered the complaint, the conclusions they have reached for each part of your complaint, details of any remedial action they have taken and whether further action is needed.
Making a complaint
The Periodontal Therapy Clinic operates under sub-contracted services within 10 Dental. Therefore all complaints will be dealt with via 10 Dental. If you wish to make a complaint or let us know how we could have done better, please contact Sarah O'Callaghan 10 Dental's complaints manager:
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By telephone on 01704 540 250
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By email reception@10dental.co.uk
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Bt letter to Sarah O'Callaghan
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In person.
The complaints manager works Monday - Friday and will endeavour to be available during these times. You may find it more convenient to make an appointment with the complaints manager to ensure that she can dedicate sufficient time to meet with you.
If you contact the clinic to make a complaint and the complaints manager is not available, 10 Dental will arrange a convenient time for her to contact you. They will ask you for brief details of your complaint so that the complaints manager can gather any useful information before contacting you. You will be given a copy of the notes made by the complaints manager.
If the matter requires an immediate response, 10 Dental will arrange for a senior member of the clinic team to deal with it.
10 Dental will acknowledge all complaints in wiring and enclose a copy of this code of practice as soon as possible, normally within three working days.
We want our services to meet your expectations. If you have a complaint or a concern about any aspect of our service, we want to know what mistakes we made and identify how we can improve to ensure that we meet your expectations in the future. Our aim is to learn from any feedback we receive and improve the service we provide to our patients.
We will deal with complaints courteously and promptly. We will aim to resolve the matter as quickly as possible.