Our Commitment to Addressing Patient Concerns at The Valley Centre Dental Practice.
Taking Your Feedback Seriously
At Valley Centre Dental Practice, we strive to provide an exceptional service experience for all our patients. We understand, however, that there may be times when your experience does not meet your expectations. Please know that we take any complaints very seriously, aiming not only to resolve them to your satisfaction but also to learn from each instance to continually improve our service.
Our Approach to Handling Complaints
We treat complaints with the utmost seriousness and handle them with courtesy and efficiency to ensure they are resolved swiftly. Our process is built around a straightforward and transparent approach:
•Immediate Response: Whether you raise your concern in person, by phone, or in writing, our staff is trained to listen carefully and respond promptly. Dr. Rajesh Nahar, our Principal Dentist, is primarily responsible for addressing service complaints. If Dr. Nahar is unavailable, we will ensure that another qualified team member assists you promptly.
•Written Complaints: Any written complaints received via email or letter are directed immediately to Dr. Nahar.
•Clinical Concerns: Issues related to clinical care or associated charges are generally discussed with the involved dentist, unless you request otherwise.
Our Complaint Resolution Process
1. Acknowledgment: We will acknowledge your complaint in writing within three working days, including a copy of this complaint handling procedure.
2. Investigation: We aim to investigate all complaints within ten working days. If there will be any delays, we will keep you informed of the reasons and the expected resolution timeline. Depending on your preference, we will discuss the matter in person or over the phone.
3. Resolution: After investigating, we will communicate our findings and the steps we’ve taken to resolve the issue in writing.
4. Records: We maintain comprehensive records of all complaints, which helps us to improve our services continually.
If You Are Still Not Satisfied
We hope to resolve any complaint to your satisfaction internally. However, if you are not satisfied with the outcome, you may consider escalating your complaint to the following external bodies for further review:
•The Parliamentary and Health Service Ombudsman
•Address: Millbank Tower, Millbank, London, SW1P 4QP
•Phone: 03450 154 033
•Website: www.ombudsman.org.uk
•The Dental Complaints Service
•Address: The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER
•Phone: 08456 120 540
•Website: www.dentalcomplaints.org.uk
•The General Dental Council
•Address: 37 Wimpole Street, London, W1N 8DQ
•Phone: 08452 224 141
•Website: www.gdc-uk.org
Contact Us to Share Your Concerns
We are here to help and encourage you to contact us with any issues before they escalate. Your feedback is invaluable in helping us enhance our services. Book an appointment with us today for any dental needs—where we strive not just to meet, but exceed your expectations.
