Complaints Policy

At Bingham Dental, we take complaints very seriously and strive to ensure that all our patients are satisfied with their experience.

Handling Complaints

When a patient complains, we address their concerns courteously and promptly to resolve the issue as swiftly as possible. Our procedure is designed to achieve this goal, treating each complaint with the care and attention we would expect for ourselves.

We value feedback and learn from every mistake, responding to patients' concerns in a compassionate and sensitive manner.

Complaints Manager

Debbie Bingham & our Practice Manager, Rachelle Brooks are responsible for managing complaints about any of the services we provide.

Procedure for Complaints

  • In-Person or Telephone Complaints:

    • We listen to the patient's complaint and refer them to the Practice Manager immediately.

    • If the Practice Manager is unavailable, we inform the patient when they can speak with her and make arrangements accordingly.

    • A staff member will take brief details of the complaint and pass them on to the Practice Manager.

    • If the patient prefers not to wait or if immediate arrangements cannot be made, another staff member will handle the complaint.

  • Written or Email Complaints:

    • Complaints received in writing or via email will be immediately forwarded to the Practice Manager.

  • Clinical Care or Charges Complaints:

    • Complaints about clinical care or associated charges will typically be referred to the dentist involved, unless the patient requests otherwise.

Acknowledgement and Investigation

  • We acknowledge all complaints in writing within two working days, including a copy of this complaints procedure.

  • We aim to investigate complaints within ten working days of receipt, providing an explanation of the circumstances leading to the complaint.

  • If the patient does not wish to meet, we will attempt to discuss the matter over the phone.

  • If we are unable to complete the investigation within ten working days, we will notify the patient of the delay and provide a new timeframe for completion.

Resolution and Records

  • We will confirm the decision about the complaint in writing immediately after the investigation.

  • Comprehensive records of all complaints and actions taken to improve services as a result of complaints are maintained.

Further Action

If patients are not satisfied with the result of our procedure, they may escalate the complaint to the following organisations:

  • Parliamentary and Health Service Ombudsman

  • Dental Complaints Service

  • General Dental Council

    • 37 Wimpole Street, London, W1N 8DQ

    • Telephone: 0845 222 4141

    • Website: www.gdc-uk.org