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Complaints Policy

CODE OF PRACTICE FOR HANDLING COMPLAINTS

CENTRE OF DENTAL EXCELLENCE

In this practice we take complaints very seriously and try to ensure that all patients are pleased with their
experience of our services. When patients complain, they are dealt with courteously and promptly so that the
matter is resolved as quickly as possible.

Complaints made to the practice

  • The person responsible for dealing with any complaints about the service is Aarti Kohli.
  • If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint
    and offer to refer him or her to Aarti Kohli. The 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 to deal with it.
  • If the patient complains in writing the letter will be passed on immediately to Aarti Kohli.
  • If a complaint is about any aspect of clinical care or associated charges it will normally be referred to
    the dentist, unless the patient does not want this to happen.
  • We will acknowledge the patient’s complaint including a copy of this Code of Practice within three
    working days. You will be invited to discuss your concerns; we will seek to investigate the complaint
    within the agreed response period of the complaint being received to explain the circumstances which
    led to the complaint. If we are unable to investigate the complaint within this agreed time period, we
    will notify the patient, giving reasons for the delay and a likely period within which the investigation
    will be completed.
  • We will confirm the decision about the complaint in writing immediately after completing our
    investigation. This will be within 10 days of the compliant received
  • Proper and comprehensive records are kept of any complaint received.
  • Ikigai Smilesl welcomes all complaints; any patient that makes a complaint will not be
    adversely treated due to having complained. If you do not wish to complain directly to the Practice you
    can address your complaint directly to the relevant body.
  • Should a patient make a complaint or claim, we may need to provide information about the patient, and
    treatment they have received, to insurers, indemnifiers or legal advisers.

Complaining to Dental Complaints Service

We hope that, if you have a problem, you will make use of our practice complaints procedure. We believe
this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our
practice. However, this does not affect your right to complain to an independent body, if you feel you cannot
raise your complaint with us or you are dissatisfied with the result of our investigation.

For further advice, you should contact:

Dental Complaints Service
37 Wimpole Street
London
W1G 8DQ
Telephone: 020 8253 0800
(Monday — Friday 9am — 5pm)

Or

General Dental Council
37 Wimpole Street
London
W1G 8DQ
Email: www.gdc-uk.org
Telephone: 0845 222 4141 or 020 7887 3800

Approved By: Aarti Kohli
Date Published: 17/08/2023

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