Patient Complaints Procedure

Here at Havelock Dental Practice we are always pleased to have positive reviews and feedback however if you do have a problem, we have a simple procedure to ensure your concern is dealt with quickly and efficiently.

Kim Hancock is the Complaints Manager and will do their best to ensure your complaint is resolved as quickly as possible. If this cannot be resolved straight away, we will write to you within 3 working days to explain the next steps.

The compliant will then be investigated, if this takes any longer than anticipated the complaints manager will keep you informed of the reason for delay, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing and 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 and would like to take it further, please give the practice a call on 01947 602040 so we can provide with our full Complaints Policy and 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, we 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.