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Complaints Policy – The Grange Dental and Implant Clinic

At The Grange Dental and Implant Clinic, we place great emphasis on meeting and, whenever possible, exceeding our patients’ expectations. We strive 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 everything we can to resolve your concern promptly and professionally, aiming to respond to your concerns in a caring and sensitive manner.

If you prefer to write to us to express your concern rather than raising it verbally, your letter or email will be passed on to the relevant person immediately. We will acknowledge any concerns you raise in writing within three days and include a copy of this Code of Practice with our response. We will investigate your concern and report back within twenty working days of it being received. If, for any reason, we are unable to complete our investigation within twenty working days, we will notify you, providing reasons for the delay and an estimated timeframe for completion. We will confirm the outcome of the investigation and any decisions made in writing. We will keep proper and comprehensive records of any concerns or complaints received.

We will do all we can to resolve your issue, concern, or complaint to your satisfaction. If you are not satisfied with the outcome or the procedure, we will advise you of other avenues available to you for raising concerns, such as:

  • The Dental Complaints Service for complaints about private treatment.

  • The General Dental Council (GDC) (the clinicians’ professional regulator).

  • NHS England for complaints about NHS treatment.

    • Address: NHS England, PO Box 6738, Redditch, B97 9PT
    • Phone: 0300 311 2233
    • Email: england.contactus@nhs.net with ‘For the attention of the complaints team’ in the subject line.

  • The Care Quality Commission (the regulator for all health and social care).

    • Address: Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA
    • Phone: 03000 616161
    • Email: enquires@cqc.org.uk

This policy reflects our commitment to ensuring that all patients at The Grange Dental and Implant Clinic receive the best possible care and that any concerns are addressed effectively and professionally.