At Mere Green Dental Care, we take complaints very seriously and we try to ensure that all our patients are pleased with their experience of our service.
If you are not entirely satisfied with any aspect of our care or service please let us know as soon as possible to allow us to address your concerns promptly so we can put it right for you.
We operate a practice complaints procedure for dealing with complaints. Our complaint procedure adheres to national standards and requirements set in the GDC guidelines.
Complaints are treated as learning opportunities and viewed as an opportunity to improve care. We will always react positively to criticism to further improve the high-quality service that we strive.
Please address all complaints to Dr Omair Afzal, who is the Practice principle. If we cannot resolve your complaint immediately it will be acknowledged in writing within 3 working days and we aim to provide a full response within 10 working days.
If Dr Omair Afzal is unavailable the Practice Manager will take brief details about the complaint and let you know when you can talk to a suitable team member as soon as possible. We will keep comprehensive and confidential records of your complaint, which will be stored securely. Only those persons who need to know about your complaint are informed about it and can access it.
Should the complaint need to be investigated, this may involve the person who treated you, members of the team or others. In some cases, the investigation may take longer than 10 working days, in which case you will be informed about the reason for the delay, the progress of the investigation and the proposed date it will be completed.
When the investigation has been completed, you will be informed of its outcome in writing and invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.
We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take it further, please see the contacts below.
For private dental treatment you can contact the GDC private dental complaints service by calling
0845 612 0540 or visiting www.dentalcomplaints.org.uk
You can contact the Care Quality Commission by calling 03000 61 61 61 or visit www.CQC.org.uk
The General Dental Council is responsible for regulating all dental professionals, you can contact them on information@GDC-org.uk or by calling 0845 222 4141.