Complaints Policy

Sapphire Dental Code of Practice for Patients Who Wish to Raise Concerns

In this practice we place great emphasis on meeting and whenever possible, exceeding our patients expectations. We try to ensure that all patients are pleased with their experience of our service and we take any concerns a patient may have very seriously. If you have a concern regarding any aspect of your care, please let us know. We will do all that we can to resolve your concern to your satisfaction both promptly and professionally.

Private complaints can only be addressed when raised within 12 months of the treatment taking place or within 12 months of becoming aware that you have something to complain about.

Our aim is to respond to patients concerns in a caring and sensitive way.

The persons responsible for dealing with any concerns about the service we provide in this practice are the Principal Dentists, Dr Manoj Tank and Dr Nisha Sanghrajka.

If a patient raises an issue they are unhappy about on the telephone or at the reception desk, after listening to a description of the problem, we will immediately contact the Principal Dentist. Should the designated person or other responsible person not be available at the time, the patient will be informed when they will be available and arrangements will be made for the two to meet or speak. The member of staff will take brief details of the concern and pass them to the Principal Dentist.

If a patient writes to express their concern, the letter will be passed on to the relevant person immediately.

We will acknowledge any concerns raised in writing within two days. If a concern has been raised in writing, the written acknowledgement will also include a copy of this Code of Practice, again, normally within two working days. We will investigate the concern and report back within ten working days of it being received. If we are unable to complete our investigations within ten working days for any reason, we will notify the patient, giving reasons for the delay and the likely period within which the investigation will be completed.

We will confirm the outcome of the investigation and any decisions made in writing. Proper and comprehensive records are kept of any concerns or complaints received.

If patients are not satisfied with the result of our procedure then a complaint may be made to:

The Dental Complaints Service for complaints about private treatment

Website: https://dcs.gdc-uk.org/

Phone: 02082530800

The General Dental Council, 37 Wimpole Street, London, W1G 8DQ (the dentists registration body)

Phone: 0845 222 4141 (UK local rate)

Email: Standards@gdc-uk.org

The Care Quality Commission at Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA Phone: 0300 061 6161

Email: enquires@cqc.org.uk

Parliamentary and Health Service Ombudsman:

Website: https://www.ombudsman.org.uk/making-complaint

Phone: 0345 015 4033