Complaints Policy

At Apollonia Dental & Cosmetic Centre 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. Our aim is to react to complaints in such a way as we would want our complaint about a service to be handled. We learn from every mistake that we make and we aim to respond to our patients concerns in a caring and sensitive way. If you have a complaint or concern about the service you have received from our clinicians or any member of our staff, please let us know.

How to Complain

A 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.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks, this will enable us to establish what happened more easily.

If it is not possible to do that, please let us have details of your complaint in writing within six months of the incident that caused the problem; or within six months of discovering that you have a problem, provided this is within twelve months of the incident.

Complaints should be addressed to Kristy Cunningham, our Practice Manager or telephone (0151) 709 9146. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to our dentist Dr Melissa Goddard, unless the patient does not want this to happen.

What We Will Do

We shall acknowledge your complaint or concern normally within three working days of receipt and enclose a copy of this code of practice. We will investigate your complaint within ten working days, 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.

In investigating your complaint we shall aim to:

  • Establish the facts.
  • Make it possible for you to discuss the problem with those concerned, if you would like this.
  • Make sure you receive an apology, where this is appropriate.
  • Identify what we can do to make sure the problem doesn’t happen again.
  • We shall then offer you an explanation and/or a meeting to discuss the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone or send an email if appropriate. We will confirm the decision about the complaint in writing immediately after completing our investigation.

Complaining On Behalf Of Someone Else

If you are complaining on behalf of a patient, we would adhere to the rules of confidentiality. We would therefore need the patient’s permission for you to act on their behalf.

It is our practice policy to keep proper and comprehensive records of any complaint received.

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 Healthcare Commission, Finsbury Tower, 103-105Bunhill Row, London, EC1Y 8TG (http://www.healthcarecommission.org.uk)

The British Dental Health Foundation’s Word of Mouth Advice Line on 0870 333 1188

If our practice is not able to resolve a complaint, the patient is referred to:

The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the dentist’s registration body) on 08456 120 540