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, 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 and we will be happy to answer any questions you may have about this procedure.
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. We accept complaints made verbally as well as written.
Esther Egan is the Complaints Manager and will be your personal contact to assist you with any complaints.
You can send your complaints to 4 Sussex Place/15 Widcombe Parade, Bath, Somerset, BA2 4LA/BA2 4JT, call us on 01225 317681 or email the Complaints Manager on info@widcombedental.co.uk
If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a time when it is suitable for you and the practice to discuss further. We will keep comprehensive and confidential record of your complaint, which will be stored securely and only be accessible to those who need to know about your complaint. If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you at least every ten working days to keep you informed of the reason for any delays, 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 via email or post. We will make our response clear, addressing each of your concerns as best as we can. The 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, you can take the matter further.
If you are dissatisfied with our response to a complaints, you can contact the Dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue. Please see the contact details below.
Dental complaints service can be contacted by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk
