Simone and Christian Small Dental Surgery Complaints Policy

In this practice we take complaints very seriously indeed and try to ensure that all 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. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to patients’ concerns in a caring and sensitive way.

The practice aims to sort out a complaint quickly, and as close as possible to the person, service you the patient, is complaining about by ‘Local Resolution’.

  1. The complaints manager responsible for dealing with any complaint about the service we provide is: Christian Small
  2. If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint, and offer to refer him or her to Christian Small immediately, who will then make a written record of the complaint and record this on a complaint file.
    If Christian Small is not available at the time, then the patient will be told when he or she will be able to talk to the dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. 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.

  3. If the patient complains in writing the letter will be passed on immediately to Christian Small

  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.

  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within two working days. We will seek to investigate the complaint within ten working days of the complaint being received 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 him or her 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.

  6. A complaint should be made within six months of the event happening, or within six months of becoming aware that there is something to complain about. An extension can be made if there are good reasons why the complaint could not be made earlier.

  7. Confidentiality is taken very seriously at the practice. If someone is making a complaint on behalf of a patient, permission will need to be given in writing before we can give a third party any personal information.

  8. We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.

  9. Proper and comprehensive reports are kept of any complaint

Simone and Christian Small Dental Surgery Complaints Policy

If patients are not satisfied with the result of our procedure, in the first instance, they can take this up with NHS England or the Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP, telephone: 0345 015 4033 or for complaints about NHS treatment.

A patient must write to them within six months of the date the response was sent.

The patient must say what they are still not happy about and why ‘Local Resolution’ did not work.

  1. Sometimes a patient is not happy about something, but they do not want to make a complaint straightaway, they can Report a concern to the GDC via their website www.gdc- .They are not part of the official complaints procedure, but they can deal with a patients concern. They can also give information about complaints procedures and about independent complaints advocacy services.

A patient can also contact the NHS England Complaints Team or The Care Quality Commission (CQC) Tel 03000 616161 Website: email:

  1. If you are not satisfied with response to private treatment patients should contact the

Dental Complaints Service Stephenson House
2 Cherry Orchard Road Croydon

email Website: Tel: 08456 120540 Calls at local rate Monday to Friday 9am-5pm

  1. If a patient needs this information in another language, Braille or on audio, please contact:

Dr Christian Small Complaints Manager Dental Surgery
66 Edgwarebury Lane Edgware
Middx HA8 8LX
Tel 0208 905 4849