info@regencyhousedentalpractice.co.uk   |      01242 260 009
   Regency House Dental Practice, 4 Crescent Terrace, Cheltenham, GL50 3PE

Complaints Procedure

Code of Practice for Patient Complaints

In this practice we take complaints very seriously indeed and try to ensure that all our 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 these objectives.

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 customers’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service which we provide is the Practice Manager.
  2. If a patient complains over the telephone or in person, we will listen to the complaint and try to resolve it effectively. If a patient would like to take a complaint further, we will pass it on to the Practice Manager or Principle Dentist. This will need to be done in writing so we will ask the patient to either send in a letter or an email with details of the complaint.
  3. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
  4. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
  5. 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 telephone.  If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  6. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  7. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
  8. If patients are not satisfied with the result of our procedure then a complaint may be made to: