Complaints

All staff at Barton Dental Centre Ltd endeavour to adhere to the General Dental Council (GDC) Standards for Dental Professionals.

Our dentists and staff endeavour to provide the highest standard of service at all times.  However, if you do have any concerns regarding any aspect of your care, please let us know immediately by contacting our practice manager, Nicola Rae, by calling the practice on 01652 633580 (during our regular opening hours)

or writing to

Barton Dental Centre
34-38 High Street
Barton On Humber
North Lincolnshire
DN18 5PD

We will do all that we can to resolve your concerns.

If you are still not satisfied with our service

In this practice we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled.

We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service which we provide is Nicola Rae – Practice Manager.
  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 Nicola immediately. If Nicola is not available at the time, then the patient will be told when they will be able to talk to her 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 to discuss the matter, arrangements will be made for someone else to deal with it.
  3. If the patient complains in writing the letter will be passed on immediately to Nicola.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.
  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days. We will seek to investigate the complaint within ten 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 ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  6. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  7. Proper and comprehensive records are kept of any complaint received.
  8. If patients are not satisfied with the result of our procedure then a complaint may be made to:
  • The Dental Complaints Service (08456 120 540) for complaints about private treatment
  • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the dentists’ registration body)
  • The Parliamentary and Health Service Ombudsman (0345 051 4033) Millbank Tower, Millbank, London, SW1P 4QP or email phso.enquiries@ombudsman.org.uk

Alternatively for complaints about NHS treatment, if the patient feels unable to complain to the practice, the complaint can be made to NHS England, PO Box 16738, Redditch, B97 9PT (0300 3112233) or email england.contactus@nhs.net.

If you have a complaint about the private or NHS treatment you have received at our practice, please contact The General Dental Council (GDC), The Dental Complaints Service or NHS England on the following –

General Dental Council

Telephone: 0845 222 4141

Email: cait@gdc-uk.org
Website: www.gdc-uk.org

Write to:
General Dental Council
37 Wimpole Street
London
W1G 8DQ

 

Dental Complaints Service

Telephone: 020 8253 0800 at local rate (Monday – Friday 9am – 5pm)

Email: info@dentalcomplaints.org.uk
Website: www.dentalcomplaints.org.uk

Write to:
Dental Complaints Service
Stephenson House
2 Cherry Orchard Road
Croydon
CR0 6BA

to complete the online complaint form Click here

NHS treatment

NHS England

Telephone: 0300 311 22 33 (Monday to Friday 8am to 6pm)

Email: england.contactus@nhs.net
Website: www.england.nhs.uk/

Write to:
NHS England
PO Box 16738
Redditch
B97 9PT