Covid 19 Updates Video Consultations
Denchicdentalspa -alt-Main Logo
I WOULD LIKE TO
Menu
google rating thumb1
I WOULD LIKE TO

Complaints procedure

Code of Practice for Patient Complaints

In this practice we take complaints very seriously indeed 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. 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 customers’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service which we provide Mrs Nina Kazandjieva, Practice Manager.
  2. 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 Manager immediately. If the Practice Manager is not available at the time, then the patient will be informed when they will be able to talk to the Practice Manager 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 the Practice Manager. 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 or by email, it will be passed on immediately to the Practice Manager, Mrs Nina Kazandjieva.
  4. 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.
  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
  6. 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.
  7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  8. 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.
  9. If patients are not satisfied with the result of our procedure then a complaint may be made to:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 www.ombudsman.org.uk.

The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540 www.dentalcomplaints.org.uk.

The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct

Ask us

Restore Missing Teeth

DENTAL IMPLANTS

General Dentistry

General Dentistry

Cosmetic Dentistry

design your smile

Teeth Straightening

Orthodontics

Smile Makeover

designed to improve
Denchicdentalspa alt- philosophy Image

Our Philosophy

Our number one goal at Denchic Dental Spa in North London is to deliver healthier and brighter smiles to all our patients. We value our patient’s smiles and needs, and our ethos is to put you first. To fulfil our commitment to 100% customer satisfaction, we have created a relaxed and serene environment for a stress-free dental experience.

Meet the team

beautiful smile journeys, begin at Denchic

Golders Green

192 Golders Green Road, NW11 9AL

020 8455 8202

View More

Barnet

28 Wood Street, Barnet, EN5 4BW

020 8449 4378

View More

Crouch End

123 Tottenham Lane, London N8 9BJ

020 8347 8885

View More
Denchipdentalspa-Logo Footer

Have a question?