Our complaints process

Your satisfaction and care is of the highest importance to us, so we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.

Details of complaints procedure

The person responsible for dealing with any complaint about the service that we provide is Dr Boji, Practice Principle.
If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the Practice Principle immediately. If they are not available at the time, then the patient will be informed when they will be able to talk to him and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to Dr Boji. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
If the patient complains in writing or by email, it will be passed on immediately to the Practice Principle.
If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
We will confirm the decision about the complaint in writing immediately after completing our investigation.
Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.

If you are dissatisfied with the outcome

You have the right to approach the Ombudsman at:

The Parliamentary and Health Service Ombudsman Millbank Tower Millbank London SW1P 4QP

0345 0154033

You may also approach NHS Brighton and Hove for help or advice on 01273 238700

The Practice Complaints Manager is: Dr Boji, Practice Principal