Complaints Procedure at Larkham House Dental Practice
At Larkham House Dental Practice, we take all complaints very seriously. Our goal is to ensure every patient has a positive experience with our service.
When a concern arises, we aim to address it courteously, promptly, and thoroughly—just as we would expect our own concerns to be handled. We value feedback and use it as an opportunity to improve.
Our Approach to Complaints
We aim to resolve complaints as quickly and fairly as possible. Each issue is treated with care, empathy, and attention.
The person responsible for managing all complaints is Mrs. Wendy Richards, Practice Manager.
How to Make a Complaint
1. In Person or by Phone
If a patient complains in person or by telephone:
- A team member will listen carefully and offer to refer the patient directly to the Practice Manager.
- If the Practice Manager is unavailable, we’ll let the patient know when they will be available and arrange a suitable time.
- Brief details will be recorded and passed on to the Practice Manager.
- If the patient prefers not to wait, another senior team member will handle the issue.
2. In Writing or by Email
If the complaint is submitted in writing or by email:
- It will be forwarded immediately to Mrs. Wendy Richards.
- For complaints about clinical care or charges, we usually refer the matter to the relevant dentist—unless the patient requests otherwise.
How We Respond
- We acknowledge written complaints within three working days, enclosing a copy of this complaints procedure.
- We aim to investigate complaints within ten working days and provide a full explanation of the situation.
- If the patient prefers not to meet in person, we will offer a phone call instead.
- In cases where we need more time, we will inform the patient of the delay and provide a new timeline.
- After completing the investigation, we will confirm our findings in writing immediately.
Record Keeping and Learning
- We keep detailed records of all complaints and any resulting actions.
- Every complaint is treated as a learning opportunity to enhance the quality of our service.
If You’re Not Satisfied
If you’re unhappy with the outcome of our internal process, you may contact:
The Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London SW1P 4QP
Tel: 0345 015 4033
www.ombudsman.org.uk
The Dental Complaints Service
The Lansdowne Building, 2 Lansdowne Road, Croydon CR9 2ER
Tel: 08456 120 540
www.dentalcomplaints.org.uk
The General Dental Council
37 Wimpole Street, London W1G 8DQ
Tel: 0845 222 4141
www.gdc-uk.org
