It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, investigating them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patient’s who have made a complaint and we will be happy to answer any questions you may have about this procedure.
If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as written complaints.
Dr Shikha Mittal is the Complaints Manager and will be your personal contact to assist you with any complaints. We aim to resolve verbal complaints within 24 hours where possible, but if you complain in writing the Complaints Manager will send an acknowledgement letter within 3 working days and will aim to provide a full response in writing as soon as practical.
You can send your complaints to Royston Dental Suite, 1st Floor Royston, hertfordshire, SG8 9AA, call us on 01763 244805
If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when it is suitable for you and the practice. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint. If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you at least every ten working day to keep you informed of the reason for any delays, the progress of the investigation and the proposed date it will be completed.
If your complaint is about your dental treatment or the fee charged, we will usually ask the dentist concerned to contact you, unless you do not want this.
When the investigation has been completed, you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best we can. The report will explain how we considered the complaint , the conclusions we reached for each part of your complaint, details of any remedial action we have taken and whether further action is needed.
We regularly analyse patient complaints to learn from them and to improve our services. That’s why we will always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take the matter further, please see the contacts below.
If your complaint was about your dental treatment and you are not satisfied with the result of our investigation, you can take up the matter with a relevant external organisation.
Contacts
For complaints about NHS Treatment: The Parliamentary Health Ombudsman (England): by calling 0345015 4033 or visitingwww.ombudsman.org.uk
For complaints about private Treatment: Dental Complaints Service, 37 Wimpole Street, London W1G8DQ(020 8253 0800 or online at https://contactus.gdc-uk.org/dcs/Complaint/PrivatePatients
