Code of Practice for Patient Complaints

Here at Dr. Germain’s dental clinic, our patient’s good health and well-being matters most to us. For this reason, we take complaint very seriously and try to ensure a pleasurable experience of our services.

The procedure described below aims to resolve complaints in the swiftest manner possible.

  • Our receptionist will be responsible for handling complaints and will take brief details to pass them on to the relevant person.
  • The patient will then be referred to Clinic Manager.
  • If the clinic manager is not available, arrangement will be made for the patient to talk with the dentist
  • If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  • If the patient complains in writing the letter or email will be passed on immediately to the Clinic Manager
  • If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.
  • 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 telephone. If we are unable to investigate the complaint within 10 working days we will notify the patient, giving reasons for the delay and a likely period within which 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 of any complaint received.
  • If patients are not satisfied with the result of our procedure then a complaint may be made to:
  • 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 dentists’ regulatory body for complaints about professional misconduct