Whitehall Dental Practice
Cooks Cross
South Molton,
North Devon, EX36 4AW
Call us today on
01769 572672

Code of practice for handling patient complaints

We want our service to meet your expectations. If you have a concern or complaint about any aspect of our service, we want to know what mistakes we made and identify how we can improve to ensure that we meet your expectations in future. Our aim is to learn from any feedback we receive and improve the service we provide to our patients.

We will deal with complaints courteously and promptly and aim to resolve the matter as quickly as possible.
 

Making a complaint

If you wish to make a complaint or simply let us know how we could have done better, please contact Robyn Browning, our Complaints’ Manager:

The Complaints’ Manager usually works at the practice on Monday, Wednesday & Friday and will endeavour to be available during these times. You may find it more convenient to make an appointment with the Complaints’ Manager to ensure that she can dedicate sufficient time to meet with you.

If you contact the practice to make a complaint and the Complaints’ Manager is not available, we will arrange a convenient time for them to contact you. We will ask you for brief details of your complaint so that the Complaints’ Manager can gather any useful information before contacting you. You will be given a copy of the notes made for the Complaints’ Manager.

If the matter requires a more immediate response, we will arrange for a senior member of the dental team to deal with it.

If your complaint is about your dental treatment or the fee charged, we will usually ask the dentist concerned to contact you, unless you do not want this.

We acknowledge all complaints in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days.
 

Investigating a complaint

We will offer to discuss the complaint with you and will ask how you would like to be kept informed of developments – by telephone, letters or e-mail or by face-to-face meetings. We will let you know how we will deal with your complaint and the likely time that the investigation will take to complete. If you do not wish to discuss the complaint further, we will still let you know the expected timescale for completing the investigation.

We aim for the investigation to be completed and for the individual to receive the report within 10 working days or, if the issue is complex, within 6 months. Where we anticipate a delay, we will explain this to the individual and provide an update on progress at least every 10 working days.

When we have completed our investigation, we will provide you with a full written report, unless you have told us that you do not wish for further communication. The report will explain how we considered the complaint, the conclusions we reached for each part of your complaint, details of any remedial action we have taken and whether further action is needed.
 

Records

We keep proper and comprehensive records of any complaints that we receive and the action we have taken following investigation. We review these records regularly to ensure that we recognise our mistakes and take every opportunity to improve our service.
 

If you are not satisfied

If your complaint was about your dental treatment and you are not satisfied with the result of our investigation, you can take up the matter with a relevant external organisation.
 

For complaints about NHS treatment:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP (0345 015 4033 or www.ombudsman.org.uk).
 

For complaints about private treatment:

Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA (020 8253 0800).
 
Click here to download our Complaints Handling Policy as a PDF

Testimonials

Don't just take our word for it, read what our wonderful patients have to say about the service they received.

Meet Our Team

We are a dedicated team of dental professionals that provide excellence in all areas of dental care.

Dear patients and friends

We are now over 2 months into lockdown and the whole team hopes you are keeping healthy and well and managing to stay in touch with your loved ones regularly. We are still here at Whitehall Dental Practice and missing you, our lovely patients, very much.

We are still being advised by our regulatory bodies to remain closed and await further guidance on when we might be able to reopen our doors. We have been working hard over the past few weeks to ensure that the practice is as safe as it can be when we do open up again. We have been restlessly sourcing the personal protective equipment (PPE) that we feel will be needed in order to keep both you and our team safe when we resume oral health checks and dental treatment again.

Once again, we are missing seeing you every day and are looking forward to welcoming you back again very soon. The practice will need to operate slightly differently (and we may look slightly different in our PPE!) when we return, but we are the same team you have come to know at Whitehall. We will be in touch again shortly with what you can expect on your first visit back to the practice.

We will begin by prioritising patients with urgent dental problems, working through to routine, non-urgent treatments. With this in mind, we are creating a 'waiting list' and would ask any patients who are currently experiencing any dental problems to contact us by emailing info@whitehalldental.co.uk. We can then add you to this list to ensure you are seen promptly upon our return.

We are also aware that many of you have been getting in touch to say that you had been thinking about changing your smile once we re-open and we are considering remote consultations. We will of course keep you updated regarding this.

And remember, we are still here for you! If you have any concerns about your dental health, please do not suffer in silence. You can reach us easily by telephone and we'll be happy to offer any advice.

All the very best from your team at Whitehall Dental Practice.

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