Whyman House Dental Practice – Code of Practice for Patient Complaints

At Whyman House Dental Practice we take complaints very seriously as we will always endeavour to ensure that our patients are pleased with their experience of our service. When patients complain, all complaints will be investigated and patients will be dealt with in a courteous and prompt manner, so that the matter is resolved as quickly as possible.

Our procedure is as follows:

  1. The person responsible for dealing with any complaint about the service which we provide is Dr Ian James.
  2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to Dr I James immediately. If he is not available at the time, then the patient will be told when they will be able to talk to the dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait and discuss the matter, arrangements will be made for another member of staff to deal with it.
  3. If the patient complains in writing, the letter will be passed on immediately to Dr I James.
  4. In cases where the complaint relates to Dr I James, then the complaint will be passed on to Dr Suzy James.
  5. If the complaint is about any aspect of clinical care or associated charges it will normally be referred to their dentist, unless the patient does not want this to happen.
  6. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days. We will seek to investigate the complaint within 10 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.
  7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  8. Proper and comprehensive records are kept of any complaint received.
  9. If patients are not satisfied with the result of our procedure then a complaint may be made to:
  10. The Dental Complaints Service 08456 120 540, for complaints about private treatment
  11. The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the dentist’s registration body).

Complaining about your private dental treatment

If you wish to complain about private dental services, contact the Dental Complaints Service.

This service is funded by the General Dental Council, which sets out standards of conduct for and regulates all dental professionals in the UK.

You can call the dental complaints service on 08456 120 540 (Monday to Friday 9am-5pm), or fill out the complaint form on their website.