Complaints Policy – CQC Version
Policy Statement
Qualiteeth London is a fully private dental clinic committed to delivering high-quality care in a safe and respectful environment. Complaints are taken seriously and treated as opportunities to improve our service.
Aim
To ensure complaints are managed promptly, fairly, and in accordance with CQC Fundamental Standards and GDC principles.
Scope
This policy applies to all Qualiteeth staff and services provided at the practice.
Procedure
1. Raising a Complaint
Complaints can be made verbally, in writing, or electronically. Patients are encouraged to express concerns early and openly.
Main Point of Contact:
Practice Manager
[Practice Manager’s Name]
[Phone Number]
[Email Address]
[Practice Address]
2. Acknowledgement
Complaints are acknowledged within 3 working days of receipt.
3. Investigation
A full investigation is conducted by the Practice Manager. A formal response will be issued within 10 working days, or within 20 working days if more time is required. Progress updates are provided as necessary.
4. Learning and Reflection
Outcomes of complaints are reviewed internally and used to inform continuous professional development and service improvements.
5. Escalation
If the complainant remains dissatisfied, they can contact:
Dental Complaints Service (DCS)
Website: www.dentalcomplaints.org.uk
Phone: 020 8253 0800
Email: info@dentalcomplaints.org.uk
Address: Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon, CR0 6BA
6. Documentation
All complaints, investigations, and outcomes are documented securely and reviewed during internal audits and governance meetings.
Policy Review
Reviewed annually or sooner in response to regulatory updates or significant changes in service.
Complaints Procedure – Website Version
At Qualiteeth London, we’re committed to providing high-quality care in a friendly and professional environment. However, if something hasn’t met your expectations, we want to hear from you so we can make it right.
How to Make a Complaint
If you are unhappy with any part of your experience with us, please speak to a member of our team. Most issues can be resolved quickly and informally.
If you prefer, or if the issue remains unresolved, please contact our Practice Manager:
Name: [Practice Manager’s Full Name]
Phone: [Practice Phone Number]
Email: [Practice Email Address]
Address: [Practice Address]
You can raise your concern in writing, by phone, or in person. We will always listen with care and respect.
What Happens Next?
- We’ll acknowledge your complaint within 3 working days.
• We’ll carry out a full investigation and aim to respond within 10 working days.
• If the matter is more complex, we’ll keep you updated and provide a full response within 20 working days.
Still Not Happy?
If you are not satisfied with our response, you can contact:
Dental Complaints Service (DCS)
Website: www.dentalcomplaints.org.uk
Phone: 020 8253 0800
Email: info@dentalcomplaints.org.uk
Address: Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon, CR0 6BA
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