Arnold Dental

Complaints Procedure

Comments about our service

We work hard to provide a great service to our patients and we hope you are always delighted with the dental care you receive from us. We welcome constructive feedback, whether good or bad, and are always looking for ways to improve, so please let us know what you think of our service.

You can do this by:

  • Speaking to our practice manager in person by calling 0115 9200571
  • Filling in a feedback form at reception
  • Emailing us at reception@arnolddental.co.uk
  • Writing to us at Arnold Dental, 77C High Street, Arnold, Nottingham, NG5 7DJ

More information

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.

If you are not entirely satisfied with any aspect of our care or service please let us know as soon as possible to allow us to address your concerns promptly.

Our practice manager is the person responsible within the practice for dealing with your complaint. If your verbal complaint is not resolved to your satisfaction within 24 hours or if you complain in writing, the practice manager will normally acknowledge it in writing within three working days and will aim to provide a full response in writing within ten working days.

If the practice manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when the person is next available. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible only by those who need to know about your complaint.

If the complaint investigation takes longer than anticipated the practice manager will keep you informed of the reason for the delay and a likely period within which the investigation 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.

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 you can take it further, please see the contacts below.

Contacts

If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly to NHS England at england.contactus@nhs.net.

If you are still unhappy about your NHS complaint, you can contact the Parliamentary Health Ombudsman (England): by calling 0345 015 4033 or visiting www.ombudsman.org.uk.

For private dental treatment you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk.

You can also contact The Care Quality Commission (CQC) who regulates private and NHS dental care services in England.

The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org contact them on information@gdc-org.uk or by calling 020 7167 6000.