Complaints Procedure

Ravenscourt Dental Practice takes complaints very seriously. We try to ensure that all patients are pleased with their experience of our service.

We respond to patients concerns in a caring and sensitive way. Complaints are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives:

To respond to complaints in the way in which we would want our complaint about a service to be handled;

To solve problems as soon as they arise with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible, ideally within a matter of days. This will enable us to establish what happened more easily.

Complaints should be addressed to Dr Hitesh Batavia (Practice Manager) either by; telephone (0208 748 4023), email (), or in writing to the practice address. Alternatively, you may ask for an appointment with Hitesh to discuss your concerns.

We will acknowledge the complaint in writing, normally within three working days. We will investigate the complaint within ten working days of the complaint being received. We will meet the patient to receive an explanation of the circumstances that led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to him or her on the telephone.

If we are unable to investigate the complaint or we need more information we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed or the reason why (in exceptional cases) it cannot be completed.

Patients will be informed in writing immediately after we have completed our investigation.
Reports and records are kept of any complaint received.

Please note that we adhere strictly to the rules of medical/patient confidentiality. If you are complaining on behalf of someone else, we will need proof and evidence that you have his or her permission to do so.

Patients dissatisfied with the result of our complaints procedure may make a complaint to:

Dental Complaints Service

Stephenson House 2

Cherry Orchard Road

Croydon CR0 6BA

Telephone: 020 8253 0800 (Monday to Friday, 9am–5pm)

Email:

Website: www.dentalcomplaints.org.uk

The General Dental Council
37 Wimpole Street

London
W1M 8DQ

5 Ravenscourt Avenue, Hammersmith, London, W6 0SL

T:020 8748 4023 F:020 8846 9367 www.rdpholistic.co.uk