Woodbury Practice Complaints Policy

At Woodbury Practice we take complaints very seriously and try to ensure that all our patients are pleased and satisfied with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter can be resolved as quickly as possible.

This procedure is based on these points.

  • Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to patients concerns in caring and sensitive manner, we want to sort out your complaint as soon as possible and to everybody's satisfaction.
  • The person responsible for dealing with any complaint about the service which we provide is the practice manager.
  • If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the practice manager immediately. If the practice manager is unavailable at the time, then the patient will be told when they will be able to talk to her and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period of time or if the patient does not wish to discuss the matter, arrangements will be made for someone else to deal with it.
  • If the patient complains is writing the letter will be passed on to the practice manager immediately.
  • If a complaint is about any aspect of clinical care or associated charges it will usually be referred to the dentist, unless the patient has requested for this not to happen.
  • We will acknowledge the patients complaint in writing and enclose a copy of practice as soon as possible, usually within three working days. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving explanations for the delay and a likely time period within which the investigation will be completed.
  • We will confirm the decision about the complaint in writing immediately after completing our investigation. Comprehensive records are kept of any complaint received.
  • If the practice is not able to resolve a complaint, the patient is then referred to:

    The Dental Complaints Service 08456 120540
    The Lansdowne Building 2 Lansdowne Road Croydon CR9 2ER