Complaints Procedure

 

We value feedback from our patients as we are constantly trying to improve the service we offer. We have always listened to our patients and made changes according to their suggestions and ideas.

If you have a concern about the service you have received at The Oakwood Clinic, please let us know as we take every complaint very seriously. Paroo Mistry is our designated complaints manager and will personally deal with any issues to ensure they are dealt with in a prompt and courteous manner.

Any complaints made in person or by telephone will immediately be referred to Paroo Mistry. She will then contact you by telephone to discuss the matter within one working day. If she is unavailable, she will ensure that another member of staff contacts you instead.

Any complaints received in writing, either by email or letter, will be acknowledged in writing within 3 working days. We will offer to discuss the complaint at a time agreed with the patient, and we will ask the patient how they wish to be kept informed of the developments. We try to complete any investigation within 10 working days, however if we are unable to we will inform the patient accordingly.

If you are not happy with the response you receive, you are entitled to raise this verbally or in writing to any of the following independent bodies:

  • Enfield Primary Care Trust, Holbrook House, Cockfosters Road, EN4 0DR (Telephone: 020 8370 8100)

  • The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER (Telephone: 08456 120 540)

  • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone: 0845 222 4141)

  • The Care Quality Commission, CQC National Customer Service Centre, Citygate‚ Gallowgate, Newcastle upon Tyne, NE1 4PA (Telephone: 03000 616161)