MAIL US :

Email Holly Hedge

CALL US :

01932 865888

WHATSAPP US :

+44 7852 280631

LOCATION :

8 Hollyhedge Road

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Complaints Policy and Procedure

At Holly Hedge Dental, we are committed to ensuring that all our patients have a positive experience with our services. We value patient feedback and take all complaints seriously, striving to address concerns courteously, efficiently, and promptly. Our aim is to resolve any complaints as quickly as possible while maintaining the highest standards of patient care.

Complaints Procedure

Our complaints procedure outlines how we handle concerns raised by patients. The designated person responsible for managing complaints within the practice is Complaints Manager.

How to Make a Complaint

We encourage patients to raise concerns as soon as possible so that they can be addressed promptly. Many issues can often be resolved quickly at the time they arise. If a concern cannot be resolved immediately, you may submit a formal complaint either verbally or in writing.

Verbal Complaints

If you wish to make a complaint in person or over the phone, our team will listen carefully and refer you to our complaints lead. If they are unavailable at the time, a staff member will record your details along with a summary of your complaint and ensure it is passed on promptly. We will acknowledge your complaint within three working days.

Written Complaints (Email or Letter)

Complaints submitted via email or letter will be forwarded directly to our complaints lead. We will acknowledge receipt within three working days and begin the investigation process.

Complaint Investigation Process

Once a complaint is received, we will contact you to discuss the matter unless it has already been resolved informally.

  • Complaints involving clinical care will be referred to the treating dentist unless you request otherwise.
  • We aim to complete our investigation and provide a response within ten working days. If a resolution takes longer, we will update you on the progress and provide an estimated timeframe.
  • Once a decision is reached, we will communicate the outcome through your preferred contact method.
  • In some cases, particularly those involving clinical care or complex matters, we may need to seek advice from our insurers, indemnifiers, or legal advisors, which may require sharing relevant information with them.

Complaints on Behalf of Another Person

We adhere strictly to patient confidentiality regulations. If you are making a complaint on behalf of another person, we will require written consent from the patient. If the patient is unable to provide consent due to physical or mental incapacity, we may proceed with the complaint on their behalf in accordance with our confidentiality policies.

Time Limits for Complaints

Complaints should be made within 12 months of the incident or from the date the issue was first identified.

External Complaints

While we encourage you to use our internal complaints procedure for a timely resolution, we acknowledge your right to escalate concerns to external bodies if necessary.

Care Quality Commission (CQC)

The CQC does not handle individual complaints but welcomes feedback about service providers.

Parliamentary and Health Service Ombudsman

If you are dissatisfied with the outcome of your complaint, you may contact the Ombudsman.

Private Patient Complaints – Dental Complaints Service

For complaints regarding private dental treatment, you may contact the Dental Complaints Service.

General Dental Council (GDC)

The GDC can assist with concerns regarding professional conduct.

At Holly Hedge Dental, we take patient concerns seriously and are dedicated to continuously improving our services. We appreciate your feedback and are committed to addressing any complaints with professionalism and care.