Complaints

At New Forest Family Dental, we take complaints very seriously and aim to ensure that all our patients are satisfied with the care and service they receive.

If you have a complaint, we will treat you with courtesy, respect and sensitivity. We will investigate your concerns promptly and fairly, with the aim of resolving the matter as quickly as possible. We value your feedback and use it to improve the services we provide.

All complaints are handled confidentially. Information relating to a complaint will only be shared with those members of staff who need to know to investigate and resolve the matter. Where appropriate, themes arising from complaints will be discussed anonymously during team meetings to help improve our services.

The Practice Complaints Manager is Madalina Rotaru (“Maddie”).

Telephone: 023 8066 6007

If you raise a complaint by telephone or in person at reception, we will listen carefully to your concerns and acknowledge them with empathy and understanding.

Where possible, minor concerns will be resolved immediately. If the matter is more complex, it will be referred to the Practice Manager as soon as possible.

If the Practice Manager is unavailable, you will be informed when she will be available and offered the choice of how you would like her to contact you.

You can write to us at:

Or email us at contact@newforestfamilydental.co.uk.

If you submit your complaint in writing, it will be passed to the Practice Manager without delay.

We will acknowledge receipt of your complaint in writing, normally within two working days, and provide you with a copy of this complaints procedure if requested.

We aim to complete our investigation within 10 working days wherever possible. If the investigation is likely to take longer, we will explain why and keep you informed of our progress.

We will offer you the opportunity to discuss your complaint at a mutually convenient time and in your preferred format, whether face to face, by telephone, by email or in writing.

If you do not wish to discuss your complaint, we will still investigate it fully and keep you informed of the expected timescales.

Throughout the investigation, we will keep you updated on progress wherever reasonably practicable.

Once our investigation has been completed, we will provide you with a written response explaining:

• how your complaint was investigated
• our findings and conclusions
• any actions taken or proposed as a result of our investigation
• any remedial action, where appropriate
• any learning or improvements we have identified

We keep confidential records of all complaints and any actions taken to improve our services as a result.

If your complaint relates to clinical care or associated fees, it will normally be referred to the treating clinician unless you specifically request otherwise.

If you are not satisfied with the outcome of our complaints procedure, you may contact the appropriate organisation below:

Denplan Clinical Mediation Service

Telephone: 0800 169 7220

Email: clinicalmediationservice@denplan.co.uk

Dental Complaints Service

Telephone: 020 8253 0800

Website: dcs.gdc-uk.org

The General Dental Council (GDC) regulates dental professionals. The GDC does not normally investigate complaints about dental treatment but may investigate concerns about a dental professional's fitness to practise.

Email: information@gdc-uk.org

Telephone: 020 7167 6000

Telephone: 03000 616161