How To Make A Complaint
At Kenilworth Dental Practice, we genuinely aim to treat all of our patients with the same care and attention that we would give to our own family members! If you are unhappy for any reason, please let us know first so that we can address your complaint.
Where criticism is made, we would like the opportunity to hear from you so that we can investigate fully, respond and, if necessary, put right what was wrong. We’re not perfect, although we’re constantly reflecting and striving for perfection.
Wherever possible, try to speak to us about your complaint as soon as it occurs. Our practice manageress, Sue Sketchley, is very approachable and caring, and we will genuinely listen to your concerns. You can speak to or telephone us on the main practice number: 01926 512 747 (select option 1). If unavailable, Sue will return your call as a priority as soon as it is practical.
It is often better and easier to talk through any issues and come to a quicker solution before things feel worse, so please don’t ever feel as though we are disinterested. If you do make a complaint, it will not be filed in your dental records. We have a private room available on the first floor if you should need to discuss anything confidentially. If things cannot be resolved, there is then a complaints procedure that is followed. If you would like a printed copy of our Complaints Policy, Sue will provide you with one. There is also a copy available in our Patient Information Folder in our main waiting area or at our Reception; both are on the ground floor.
When a complaint cannot be resolved satisfactorily through internal practice procedures first, the next stage is to contact NHS England which is responsible for NHS Dental Services.
For complaints about NHS treatment: Call the complaints office at NHS England Redditch Contact Centre on 0300 311 22 33. Or email them on: firstname.lastname@example.org (you need to write ‘For the Attention of the Complaints Team’ in the subject line). Or write to Complaints NHS England, Redditch Contact Centre, PO Box 16738, Redditch B97 9PT.
There is also lots of information on www.nhs.uk
For complaints about treatment received privately (only if it has not been possible first to resolve the complaint satisfactorily through internal practice procedures – as per above) the next stage is to contact The Dental Complaints Service: 0208 253 0800 or go to www.dentalcomplaints.org.uk.
(A written copy of our full Complaints Policy is available from the manageress, Sue Sketchley.)
Rudeness: Zero Tolerance
Whilst we recognise that situations can sometimes become frustrating, abusive, rude or aggressive behaviour (including swearing and raised voices) towards any member of our team under any circumstance is unfair and will not be tolerated. You will be removed from our list and never treated again in the practice and the local health authority will also be informed. NHS guidelines state that anybody providing NHS services has the right to refuse treatment to anybody who is violent, threatening or aggressive.