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Patient Complaints Procedure

It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, investigate them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint and we will be happy to answer any questions you may have about this procedure.

If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as written complaints. If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly to NHS England at england.contactus@nhs.net with ‘For the attention of the complaints team’ in the subject line.

We aim to resolve verbal complaints within 24 hours where possible, but if you complain in writing the Complaints Manager will send an acknowledgement letter within 3 working days and will aim to provide a full response in writing as soon as practical.
Visit https://www.turretortho.co.uk/complaints-policy for more details.

You can send your complaints via:
Letter
Sale: 258 Washway Road, Sale, Cheshire, M33 4RZ
Warrington: 4-6 Old Market Place, Golden Square Shopping Centre, WA1 1QB
Liverpool: 9a Altway, Aintree, Liverpool, L10 3JA

Phone Sale: 0161 926 0629
Warrington: 01925 659 975
Liverpool: 0151 531 6333

Email
complaints@turretortho.co.uk

If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when it is suitable for you and the practice. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint. If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you at least every ten working days to keep you informed of the reason for any delays, the progress of the investigation and the proposed date it will be completed.

Once the complaint has been logged it will be passed to the Practice Owner, Mohit Khurana, for clinician matters or to the Practice Director, Anjali Shahi, for complaints of a financial nature.

When the investigation has been completed, you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can. You will also be invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints.

If you are dissatisfied with our response to a complaint you can take the matter further, please see the contacts below, within 12 months of the treatment or within 12 months of becoming aware of the issue. Please see the contact details below.

Contacts

  • GDC private dental complaints service: 020 8253 0800 / www.dentalcomplaints.org.uk.
  • NHS Patients Parliamentary Health Ombudsman (England): 0345 015 4033 / www.ombudsman.org.uk
  • Care Quality Commission (CQC) (regulate private and NHS dental care services in England, take action against a service provider that is not meeting their standards who may be able to help):03000 616161 / www.cqc.org.uk
  • The General Dental Council is responsible for regulating all dental professionals: You can complain using their online form at www.gdc-uk.org / information@gdc-org.uk / 020 7167 6000
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