Complaints Procedure

Last Updated: December 2024

1. Our Commitment

At Dental Hygienist London, we are committed to providing the highest quality of care. However, we recognise that sometimes things may not go as planned. If you have a concern or complaint, we want to hear from you so we can put things right and improve our services.

We take all complaints seriously and aim to resolve them quickly, fairly, and in a constructive manner. This procedure is designed to comply with NHS and General Dental Council (GDC) guidelines.

2. How to Make a Complaint

2.1 Informal Resolution

Many concerns can be resolved quickly and informally. If you have a minor concern, please speak directly to the staff member involved or our reception team. We will try to address your concern immediately.

2.2 Formal Complaint

If you wish to make a formal complaint, please contact us in writing:

• Email: info@dentalhygienist.london
• Post: Practice Manager, Dental Hygienist London, 20 Old Brompton Road, South Kensington, London, SW7 3DL

Please include:

• Your full name and contact details
• Date(s) of the incident(s)
• Description of your complaint
• Names of staff involved (if known)
• What outcome you are seeking

3. Time Limits

We encourage you to raise complaints as soon as possible, ideally within 12 months of the incident or within 12 months of becoming aware of the issue. Earlier complaints allow us to investigate more effectively while details are fresh.

4. Our Response

4.1 Acknowledgement

We will acknowledge your complaint in writing within 3 working days of receipt. This will include information about how we will handle your complaint.

4.2 Investigation

Your complaint will be investigated by our Practice Manager or a senior clinician who was not directly involved in the matter. We will:

• Review relevant dental records and documentation
• Speak to staff members involved
• Consider all the facts objectively
• May contact you for further information

4.3 Response

We aim to provide a full written response within 10 working days. If the investigation requires more time, we will inform you of the delay and provide a revised timeline. Our response will include:

• Summary of the complaint
• Our findings from the investigation
• Any actions we have taken or will take
• An apology where appropriate
• Information about next steps if you remain dissatisfied

5. If You Remain Dissatisfied

If you are not satisfied with our response, you may escalate your complaint to external bodies:

5.1 General Dental Council (GDC)

For concerns about the professional conduct of a dental professional:

• Website: www.gdc-uk.org
• Phone: 0845 222 4141
• Address: General Dental Council, 37 Wimpole Street, London, W1G 8DQ

5.2 Care Quality Commission (CQC)

For concerns about the quality and safety of care:

• Website: www.cqc.org.uk
• Phone: 03000 616161

5.3 Dental Complaints Service

For private dental treatment complaints (free and impartial):

• Website: www.dentalcomplaints.org.uk
• Phone: 020 8253 0800
• Email: info@dentalcomplaints.org.uk

5.4 Parliamentary and Health Service Ombudsman

For NHS treatment complaints that have not been resolved:

• Website: www.ombudsman.org.uk
• Phone: 0345 015 4033

6. Confidentiality

All complaints are treated confidentially. Information will only be shared with those directly involved in investigating and resolving the complaint. Making a complaint will not affect the quality of care you receive.

7. Learning from Complaints

We use complaints as an opportunity to improve. All complaints are reviewed to identify patterns and implement changes to prevent similar issues. We are committed to continuous improvement.

8. Support

If you need support making a complaint, you can contact:

• Citizens Advice Bureau: www.citizensadvice.org.uk
• Healthwatch: www.healthwatch.co.uk

9. Contact Us

If you have any questions about this complaints procedure:

• Address: 20 Old Brompton Road, South Kensington, London, SW7 3DL
• Phone: 020 31375055
• Email: info@dentalhygienist.london