Complaints Procedure

Diana Dental Code of Practice for Patients Who Wish to Raise Concerns
In this practice we place great emphasis on meeting and whenever possible, exceeding
our patient’s expectations. We try to ensure that all patients are pleased with their
experience of our service and we take any concerns a patient may have very seriously.
If you have a concern regarding any aspect of your care, please let us know. We will do
all that we can to resolve your concern to your satisfaction both promptly and
professionally.
Our aim is to respond to patients’ concerns in a caring and sensitive way.
(a) The person responsible for dealing with any concerns about the service we provide
in this practice, is the Practice Service Coordinator, who is: Zoe Wray
(b) If a patient raises an issue they are unhappy about on the telephone or at the
reception desk, after listening to a description of the problem, we will immediately
contact the Practice Service Coordinator. Should the designated person or other
responsible person not be available at the time, the patient will be informed when they
will be available and arrangements will be made for the two to meet or speak. The
member of staff will take brief details of the concern and pass them to the Practice
Service Coordinator.
(c) If a patient writes to express their concern, the letter will be passed on to the
relevant person immediately.
(d) We will acknowledge any concerns raised in writing within two days. If a concern has
been raised in writing, the written acknowledgement will also include a copy of this Code
of Practice, again, normally within two working days. We will investigate the concern
and report back within fourteen working days of it being received. If we are unable to
complete our investigations within fourteen working days for any reason, we will notify
the patient, giving reasons for the delay and the likely period within which the
investigation will be completed.
(e) We will confirm the outcome of the investigation and any decisions made in writing.
(f) Proper and comprehensive records are kept of any concerns or complaints received.