Complaints Policy
Mr E B Atalay takes complaints very seriously indeed and tries to ensure that all patients are pleased with their experience and service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.
My aim is to react to complaints in the way in which we would want a complaint about a service to be handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.
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The person responsible for dealing with any complaint about the service I provide is Mr Atalay.
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If a patient complains on the telephone or in person, I will listen to their complaint. If Mr Atalay is not available at the time, then the patient will be told when they will be able to talk to him and arrangements will be made for this to happen. If I cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter at the time, arrangements will be made for someone else to deal with it.
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If the patient complains in writing the letter will be passed on immediately to Mr Atalay.
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If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the original prescribing dental professional Mr Atalay, unless the patient does not want this to happen.
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I will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. 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.
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We will confirm the decision about the complaint in writing immediately after completing our investigation.
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Proper and comprehensive records are kept of any complaint received.
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If patients are not satisfied with the result of our procedure then a complaint may be made to:
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The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the dental professional's registration body) Tel: 0845 222 4141 or 020 7887 3800
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The Dental Complaints Service (08456 120 540) for complaints about private treatment.