Here at Victoria House Dental we strive to provide the highest standard of dental care in a safe and relaxed environment for our patients. Our staff are highly trained through continued professional development and we follow policies and guidelines set out by our governing bodies.
General Dental Council
The General Dental Council (GDC) is the UK-wide statutory regulator of around 110,000 members of the dental team.
Our primary purpose is to protect patient safety and maintain public confidence in dental services. To achieve this, we register qualified dental professionals, set standards for the dental team, investigate complaints about dental professionals’ fitness to practice, and work to ensure the quality of dental education.
Care Quality Commission
The Care Quality Commission monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and we publish what we find, including performance ratings to help people choose care.
The National Health Service
Code of Practice for Patient Complaints
In this practice we take complaints very seriously 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.
Our aim is 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.
- The person responsible for dealing with any complaint about the service which we provide is Mrs Suzanne Croft, our Complaints Manager.
- If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to the 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. 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.
- If the patient complains in writing the letter or email will be passed on immediately to the Complaints Manager.
- If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.
- We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days.
- We will seek to investigate the complaint within 10 days of receipt to give an explanation of 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 10] working days 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 decision about the complaint in writing immediately after completing our investigation.
- Proper and comprehensive records are kept of any complaint received.
- If patients are not satisfied with the result of our procedure, then a complaint may be made to:
- The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER (Telephone: 08456 120 540) for complaints about private treatment
- The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone: 0845 222 4141), the dentists’ regulatory body for complaints about professional misconduct
- Complaints Manager, Devon Primary Care Trust, Dean Clarke House, Southernhay East, Exeter. EX1 1PQ (For complaints about NHS Treatment)