1. The person responsible for dealing with any complaint about the service which we provide is the individual service Complaints Manager. 2. If a patient complains by telephone or in person, we will listen to their complaint and offer to refer them to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to the Complaints Manager and arrangements will be made for this to happen. The member of staff will make a written record of your complaint and provide the patient with a copy as well as passing it on to the Complaints Manager. 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 else to deal with it. 3. If the patient complains in writing or by email it will be passed on immediately to the Complaints Manager. 4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dental professional concerned, unless the patient does not want this to happen. 5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days. We will offer to discuss the complaint at a time agreed with the patient, asking how the patient would like to be kept informed of developments, for example, by telephone, face to face meetings, letters or e-mail. We will inform the patient about how the complaint will be handled and the likely time that the investigation will take to be completed. If the patient does not wish to discuss the complaint, we will still inform them of the expected timescale for completing the process. 6. We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far as reasonably practicable, as to the progress of the investigation. Investigations will normally be completed within 10 days. 7. When we have completed our investigation, we will provide the patient with a full written report. The report will include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the service is satisfied with any action it has already taken or will be taking as a result ofthe complaint. 8. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint. 9. If patients are not satisfied with the result of our procedure then a complaint may be referred to: the Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP for complaints about NHS treatment, or the Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, London CR9 2ER for complaints about private treatment.

We take any concerns a patient may have very seriously and aim to resolve any complaints, constructively and politely by following our Patient Complaints Procedure. The practice never discriminates against a patient who has made a complaint. Team members do not react defensively to a complaint but listen carefully to a patient who makes one and involves them fully in the process of managing it. The team member will make best endeavours to meet any outcomes the patient expects. We learn from every mistake that we make and we respond to patients’ concerns in a caring and sensitive way.

Epping Dental | 59 High Street | Epping | CM16 4BA | 01992 573 484 | info@eppingdental.co.uk

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Patient Complaints Policy Patient Complaints Procedure