Pure Dentistry takes complaints very seriously and will endeavour to deal with any complaint in the following way;
If you have a complaint or concern about the service you have received from the dentist or any of the staff working in this practice, please let us know.
We operate a practice based complaints procedure as part of a system for dealing with complaints.
Our complaints systems adhere to national criteria.
How to complain
We hope that most problems can be sorted our easily and quickly, often at the they arise and with the person concerned, so please feel free to talk to any member of staff immediately.
If the problem cannot be dealt with in the way and you wish to make a complaint, we would like you to let us know as soon as possible-ideally within a matter of days or at most weeks- as this will enable us to establish the facts more efficiently.
Complaints should be addressed to The Practice Manager, alternatively you may ask for an appointment with The Practice Manager in order to discuss your concerns; she will explain the complaints procedure to you and ensure that your concerns are dealt with promptly. It will be a great help if you are specific as possible with your complaint.
What will we do?
We shall acknowledge your complaint within two days and aim to have looked into your complaint within ten working days of the date it was raised with us. If we cannot conclude the investigation into your complaint within the allotted time we shall contact either by phone or in writing to keep you updated.
We shall then be in a position to offer you an explanation, or a meeting with those involved. In investigating your complaint, we shall aim to; find out what happened and what went wrong; make it possible for you to discuss the problem with those concerned, if you would like this; make sure you receive an apology where this is appropriate; identify what we can do to make the problem doesn’t happen again.
Complaining of behalf of someone else
At all times throughout the procedure we will ensure confidentiality is kept. If you are complaining on behalf of someone else, we will require written permission from that person before we can discuss anything with you.
Where this is not possible, i.e. they are mentally or physically incapable of giving permission, we will require the written permission of their legal guardian or carer. We will require proof of who this person is.
Complaining to the health authority
If you are dissatisfied with the outcome of our investigation and would like to take your complaint further as private, you can contact Dental Complaints Service.
Telephone 020 8253 0800 (Monday-Friday 9am-5pm)
Write to; Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon, CR0 6BA