At the Oakwood Clinic we take complaints very seriously and try to ensure that all out 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 this objective. 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 patient concerns in a caring and sensitive way.
- The person responsible for dealing with all complaints is the Practice owner Dr Paroo Mistry and the Practice Manager Mrs Mandy Nkafu
- Complaints can be sent to smile@the-oakwoodclinic.co.uk We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days.
- We will seek to investigate the complaint within ten working 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 phone. If we are unable to investigate the complaint within 10 working days, we will notify the patient, giving reasons for the delay and likely period within 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 on any complaints received.
- If patients are not satisfied with the result of our procedure, then you may wish to contact:
For Private Patients to:
The Dental Complaints Service, The Independent Sector Complaints Service
ISCAS,CEDR
3rd Floor
100 St Pauls Churchyard
London
EC4M 8BU
Email: info@iscas.org.uk
For NHS Patients to:
NHS England and NHS Improvement- London
Wellington House
133-155 Waterloo Road
London
SE1 8UG
Email: england.lon-dental@nhs.net