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Patient concerns and complaints

At Carling Dental we aim to provide the highest standards of patient care and operate to the professional standards to which others affected by our conduct have the right to expect.

Dealing effectively with any concerns is part of that service. If you believe our service has fallen below the standards we want you to raise the matter so it can be thoroughly investigated and any necessary action taken to resolve it to your satisfaction.

Set out below are our procedures for dealing with any concerns. They are given to all members of staff who are familiar with them. They apply to only to our patients. If you are not a patient of the practice, then a different process applies.

In the first instance raise any concerns with the person responsible. Please provide us with full details of your concerns on the telephone or by email, if you prefer at a meeting. We will take a careful note of your concerns and will investigate the matter.

We will do all we can to resolve the matter to your satisfaction. If we fail to do so, you may make a complaint to Dr Michael Carling, our clinic director.

We will acknowledge your complaint within three working days and provide substantive response within fourteen days. We may ask to meet with you if this may help to resolve your concerns.

At each stage we will do our best to:

  • Investigate your concerns thoroughly

  • Ensure that any necessary remedial action is taken quickly as possible

  • Keep you informed throughout the process and the results of our investigation and the action being taken.

We will record on a database the nature of your complaint, our investigation of it and the remedial action taken and you may also wish to make your own written record of events. You may be asked to confirm it in writing if the complaint has been satisfactorily resolved.

You may also wish to contact the General Dental Council at 37 Wimpole Street, London, W1G 8DC or, 08452224141.

The website of the General Dental Council (gdc-uk.org), has links through which you can raise any concerns you have.