Complaints Procedure

DentalCarePlus operates a complaints system and should you have any concerns with regard to any aspect of your dental care please speak to a member of staff. We welcome any complaint you may have and will work to address it.

Complaints (along with their associated learnings and actions) are recorded and logged in the complaints log to ensure continual learning and improvement.

  1. In the event of a verbal clinical complaint, the Dentist should attempt to provide a response at the time, should circumstances allow it; e.g., why a procedure was carried out, patient care, quality of treatment and/or quality of appliance. Please note, your dentist does not and will not intervene on, pass comment on or make any commitment to operational / cost-related matters. As such, please direct such matters to the Practice Manager.
  2. In the event of a verbal operational complaint, the Practice Manager should attempt to provide a response at the time, should circumstances allow it. With regards to a cost-related matter, applicable documentation such as treatment plan, current fees guide, and ‘Cost’ section of their appointment card should be referred to.

If an amicable agreement cannot be reached the patient will be asked to put their complaint in writing, addressed to either the:

  1. The Dentist (if a written clinical complaint), and the procedures for a written complaint should then be followed. On receipt of this complaint, the dentist will respond in writing, typically with a report on the procedures carried out and the reasons for carrying them out, the costs (if required), patient care, quality of treatment and/or quality of appliance.
  2. The Practice Manager (if a written operational complaint), and the procedures for a written complaint should then be followed. On receipt of this complaint, the Practice Manager will respond in writing.
  • An initial brief response must be given to the patient within 2 working days of the patient’s letter of complaint to advise that the matter is being looked into, and that a full response will be provided within 14 days.
  • The full response must then be provided within 14 days of the date of the patient’s letter of complaint.
  • If the patient is not satisfied with the response, the Dentist (if a clinical matter) or the Practice Manager (if an operational matter) will determine what form of solution is in order and will contact the patient once more with this solution.

If the patient is still not satisfied, the practice manager will provide the patient with the following two resources to assist them in seeking seek further help and guidance:

Written Correspondence from the GDC or Legal Entity

On receiving this letter, the dentist must contact their Dental Defence Organisation as soon as possible, who will in turn advise on a response. The dentist will then follow the Defence Organisation’s direction until conclusion.

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