Practice Complaints Policy

At Enhance Dental Care we welcome feedback, positive or negative about your experience as it helps us to improve our services for patients. Patient satisfaction is of utmost importance to us and we aim for your experience to be a positive one. If this isn’t the case, we would like the opportunity to have it brought to our attention so that we can address and resolve any issues for you.

Please be assured that raising a concern or complaint will not affect your future care or treatment in any way.

If you have a complaint, we ask that it is brought to the attention of the Complaints Manager, who can promptly address your needs and where appropriate, provide you with details of who you may contact if you are not satisfied with the response.

How to complain

We hope that most of the problems can be resolved easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be resolved in this way and you wish to make a complaint, please let us know within two weeks. If that is not possible, please let us have details of your complaint within six months of the incident or within six months of discovering you have a problem, provided this is within twelve months of the incident.

Your complaints should be addressed to the Complaints Manager and sent to:

Enhance Dental Care
111 High Street
Yarm
Stockton-on-Tees
TS15 9BB

Phone: 01642 782434

Email: smile@enhancedentalcare.co.uk

What happens next?

We aim to acknowledge your complaint within three working days and aim to have looked into your complaint within ten working days of the date you raised it with us. We shall then be in a position to offer you an explanation. In investigating your complaint we shall aim to:

  • Find out what happened and what went wrong,
  • Make it possible for you to discuss the problem with those concerned,
  • Ensure you receive an apology where this is appropriate,
  • Ensure the problem does not occur again and inform you of the steps we have taken.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of physical or mental illness) of providing this.

Following the complaint outcome

If you are dissatisfied with the complaint outcome received from Enhance Dental Care after following our complaints procedure, a complaint can be made to:

The Dental Complaints Service

Stephenson House, 2 Cherry Orchard Road, Croydon, CR0 6BA (08456 120 540)

or

The General Dental Council (GDC)

37 Wimpole Street, London, W1G 8DQ (0845 222 4141).

Our dentists and staff adhere to the rules governing the profession by the GDC as set out in their publication “Standards for Dental Professionals”. You can find out more about the GDC on their website www.gdc-uk.org

A few words from our patients