Patient Complaints Policy & Procedures

At Plymouth Dental Centre of Excellence, we want to ensure that all our patients are pleased with their experience of our service.  We take complaints very seriously indeed. If a patient makes a complaint, we will deal with the matter courteously and promptly so that it is resolved as quickly as possible.  Our procedure is based on these objectives.

Plymouth Dental Centre of Excellence has an effective complaints system in place to ensure that identifying, receiving, recording, handling and response to any comments, observations or complaints occurs within a strict timetable which is clearly documented. The complaints system is clearly displayed and all patients and visitors are confident that they will be listened and responded to without fear of discrimination.

Any complainant can be assured that they will be treated in a manner respecting their human rights and diversity; in a sensitive manner and that the complaint can be made by a variety of methods either verbally, by sign language or in writing.

Where they lack confidence or require help they will be supported by helpful staff members. Their complaint will be fully documented and fairly dealt with and following investigation, lessons learned can lead to changes being made to avoid future complaints.

These clear complaint procedures are monitored and reviewed and the named contact who is accountable for doing this is Debbie Hutchinson.

This Policy was implemented on: 03/06/2020.

This policy and relevant procedures will be reviewed annually and are due for review on: 03/06/2021 or prior to this date in accordance with new guidance or legislative changes.

IMPORTANT COVID-19 INFORMATION

We’re pleased to announce that our practice has now reopened.

Despite this, strict disinfection and compliance guidelines mean that we’re restricted on the number of patients we can see and the type of treatments that we can provide.

We will contact you in due course if; while we were closed your dental treatment was disrupted, you are due a routine appointment or you had an appointment cancelled.

Please still call the practice if you have a dental emergency.

Your visit to us will look different to what you’re used to – please see the video below for IMPORTANT information regarding your appointment.

This website uses cookies to ensure you get the best experience on our website. For more information, feel free to read our cookie policy.