Dollar Dental Care and Implant Centre

The Dental Surgery, 72 Bridge Street, Dollar, Clackmannanshire, FK14 7DQ

Email: info@dollardentalcare.co.uk

Telephone: 01259 742218

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Practice Complaints Policy
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In this Practice we take complaints very seriously indeed and try to ensure that all patients are pleased with their experience of our service.  When patients complain, we will deal with the issue courteously and promptly so that the matter is resolved as quickly as possible.

We learn from every mistake that we make and aim to respond to your concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service we provide is Gillian Stewart, Practice manager.
  1. We will listen to your complaint and offer to refer you to Gillian Stewart immediately. If Gillian Stewart is not available at the time, then we will make suitable arrangements for you to see her.  A 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 you do not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  1. If you complain in writing the letter will be passed on immediately to Gillian Stewart.  If the complaint is against Gillian Stewart, the matter will be passed to Dr Watson.
  1. If you complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist who provided the treatment, unless you do not want this to happen.
  1. If your complaint is in writing, we will acknowledge its receipt normally within two working days.  We will seek to investigate the complaint within ten workings days of the complaint being received to give an explanation of the circumstances which led to the complaint.  If you do not want to meet us, then we will attempt to talk to you on the telephone.  If we are unable to investigate the complaint within ten working days we will notify you, giving reasons for the delay and a likely period within which the investigation will be completed.
  1. We will confirm the decision about the complaint in writing to you immediately after completing our investigation.
  1. Proper and comprehensive reports are kept of any complaints received.
  1. If you are not satisfied with the result of our procedure then the complaint may be forwarded to:
    Scottish Public Services Ombudsman
    4 Melville Street
    Edinburgh
    EH3 7NS
    0800 377 7330

Website www.spso.org.uk  e-mail: ask@spso.org.uk

Patients can contact the GDC Complaints Service on the link below. Patients have twelve months following treatment to lodge a complaint.

Link to GDC Dental Complaints Service: www.dentalcomplaints.org.uk

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72 Bridge Street, Dollar, Clackmannanshire, FK14 7DQ
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