Complaints

• This practice operates a complaints procedure as part of its dealing with patients’ complaints which complies with the Care Quality Commission requirements.
  
• Patients are asked that in the event of any complaint, to speak directly or write to Archana Sabhlok Godara. Patients who require further advice regarding the complaints process should direct their enquiry to Archana Sabhlok Godara who, when applicable, will recommend the services of an independent advocate. A copy of the complaints process is held in the waiting room.
  

What we shall do

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible. We shall acknowledge complaints within two working days and aim to have looked into the complaint within 10 working days of the date when it was raised. We shall then be in a position to offer an explanation or a meeting as appropriate. If there are any delays in the process we will keep the complainant informed.

When we look into a complaint, we shall aim to:

• Find out what happened and what, if anything, went wrong.
• Make it possible for the complainant to discuss the problem with those concerned.
• Identify what we can do to make sure the problem does not happen again
• At the end of the investigation the complaint will be discussed with the complainant in detail, either in person or in writing.

Complaining on behalf of someone else

The rules of medical confidentiality will be adhered to if the complaint is received on behalf of someone else. A note signed by the person concerned will be required, unless they are incapable (e.g. because of illness) of providing this to allow the complaint to be investigated.

If the complaint is not resolved to the patient’s satisfaction, the patient will be advised to write (as appropriate) to:

For Private Patients:

• For complaints about private treatment:
  The Dental Complaints Service,
  The Lansdowne Building,
  2 Lansdowne Road,
  Croydon,
  Greater London,
  CR9 2ER
  Telephone: 08456 120 540
  
  
• The dentists’ regulatory body for complaints about professional misconduct:
  The General Dental Council,
  37 Wimpole Street,
  London,
  W1M 8DQ
  Telephone: 0845 222 4141

For NHS Patients:

• NHS Bristol,
  South Plaza,
  Marlborough Street,
  Bristol,
  BS1 3NX
  Telephone: 0117 9766600
  
  
• The Parliamentary and Health Service Ombudsman,
  Millbank Tower,
  Millbank,
  London,
  SW1P 4QP
  Telephone: 0345 015 4033.
  
  
• Online on https://www.ombudsman.org.uk