concerns & feedback.
Bordon Dental Centre – Concerns & Complaints addressing mechanism.
Bordon Dental Centre appreciate all feedback, both accolades, reports of satisfaction as well as any concerns. We try to ensure that all patients are satisfied with the way they experience our services. Any complaint is naturally dealt with promptly & courteously to facilitate the matter being resolved properly.
Complaints made to the practice.
37 Wimpole Street
London
W1G 8DQ
Telephone: 020 8253 0800
(Monday – Friday 9am – 5pm)
or
General Dental Council
37 Wimpole Street
London
W1G 8DQ
Email: www.gdc-uk.org
Telephone: 0845 222 4141 or 020 7887 3800
Bordon Dental Centre appreciate all feedback, both accolades, reports of satisfaction as well as any concerns. We try to ensure that all patients are satisfied with the way they experience our services. Any complaint is naturally dealt with promptly & courteously to facilitate the matter being resolved properly.
Complaints made to the practice.
- We have a Patient Liaison Manger (admin@bordondental.co.uk) who is tasked with dealing with any concerns or complaints about the service they have experienced.
- Feedback over telephone or at the reception desk (verbal), is listened to, while cursory notes are made. The matter is then referred to the Patient Liaison Manger. If matters prevent a meeting within a reasonable period of time or the patient being opposed to a short delay, then arrangements will be made for a duly appointed representative of the centre to resolve the matter.
- For concerns delivered in writing – the letter will be passed as soon as practicable to the Patient Liaison Manger.
- If a concern is about any aspect of clinical care or associated matters it will be referred to the treating dentist for a response, unless the patient does not wish this to happen.
- All complaints are acknowledged in the same format in which it was received, within ten working days. Our code of Practice is included in the reply. Patients are invited to discuss their concerns with us. We will investigate within an agreed response period. Full reasons relating to circumstances which led to the incident will be provided with the patient. If investigation is not possible within the agreed time - period, we will notify the complainant and provide a date where the investigation will be completed to such an extent that feedback can be delivered.
- The matter will b discussed and a more comprehensive reply will be sent to the patient concerned. We aim at delivering feedback within 10 days.
- We will keep Proper & comprehensive records of all concerns or complaints received.
- Bordon Dental Centre, welcomes all feedback. Any patient that raises an issue will not be adversely treated due to having raised the matter. In the rare case that a complainant does not wish to voice their concerns directly to the Practice, the individual can address their concern directly to the relevant body below.
- Should a complainant, make a complaint which financial redress is sought, it is important to note that Bordon Dental would be obligated to furnish necessary details to indemnifiers and our legal advisers.
- We trust and hope that, if a patient has an issue or concern, they will make use of our practice complaints procedure and able staff - specifically our Client Liaison Manager as would be the most expedient way to address the situation. We welcome the opportunity to continually improve on our service. Making use of our channels, will not prejudice you. Should a patient feel they cannot raise the matter with us, or if they are still dissatisfied after we have investigated and given complete feedback, then the patient may seek advice, from the complaints division of the GDC as follows:
37 Wimpole Street
London
W1G 8DQ
Telephone: 020 8253 0800
(Monday – Friday 9am – 5pm)
or
General Dental Council
37 Wimpole Street
London
W1G 8DQ
Email: www.gdc-uk.org
Telephone: 0845 222 4141 or 020 7887 3800
