Complaints Policy & Procedure

At Avenue Dental Surgery we want to ensure that all our patients are pleased with their experience of our service. We take complaints very seriously indeed. If a patient makes a complaint, we will deal with the matter courteously and promptly so that it is resolved as quickly as possible. Our complaints policy and procedures are based on these objectives. 

We display the General Dental Council’s 6 core principles for ensuring that we get the most from patient feedback and complaints for the benefit of all displayed in the Practice Information folder. 

At Avenue Dental Surgery, we have an effective complaints system in place to ensure that identifying, receiving, recording, handling and responding to any comments, observations, concerns or complaints occurs within a strict timetable that is clearly documented. Our Code of Practice for patients who wish to raise concerns is displayed in Practice Information folder and all patients and visitors should feel confident that they will be listened to and responded to without fear of discrimination or recrimination. Our Complaints Policy and Procedures are located Practice Information folder. 

We aim to ensure that any complainant is treated sensitively and in a manner that respects their human rights and diversity.  

We recognize that a complaint is any expression of dissatisfaction with our service, treatment or advice and that a complaint can be made by a variety of methods, including verbally, by sign language or in writing. 

In situations where a patient may lack confidence to express their views, or require help to do so, they will be supported by helpful team members.  All patients’ complaints are fully documented and investigated and are dealt with fairly.

At Avenue Dental Surgery we view complaints as an opportunity to improve our service delivery and to learn lessons that will help us make changes with the intention of avoiding a repetition of any similar complaint.

To help us learn lessons from complaints, we track and analyze all our complaints to identify trends that will help us improve our service.

Our complaints procedures are monitored and reviewed regularly and the named contact who is accountable for doing this is Tanya Martin, Practice Manager. 

This Policy was implemented on 20/10/2023.

This policy and relevant procedures will be reviewed annually and are due for review on 20/10/2024 or prior to this date in accordance with new guidance or legislative changes or as a result of learnings following a complaint.