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2 Gallions Road Greenwich SE7 7FU
info@smilespark.co.uk
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Complaints Policy

 

At Smilespark Dental Practice , we strive to provide the highest quality dental care and patient experience. However, we understand that there may be occasions when you are not entirely satisfied with the service received. We take all feedback seriously and are committed to resolving any concerns promptly and effectively. Our complaints system meets national criteria.

Making a Complaint

If you have a complaint, we encourage you to raise it with us as soon as possible. You can do this by:


-Speaking to a member of our team in person.

-Contacting us by phone at 07771 119339-02081754878.

-Emailing us at manager@smilespark.co.uk

-Sending a written complaint to our practice address: 2 Gallions Rd, London SE7 7FU.

Complaint Handling Procedure

Please let us have details of your complaint within 12 months of the incident that caused the problem.

Complaints should be addressed to Dr Cengiz Gadimli – Complaints Manager. You may ask for an appointment in order to discuss your concerns. We will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

What shall we do:

We shall acknowledge your complaint within 3 working days and aim to investigate your complaint within 10 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we investigate your complaint, we shall aim to:

Find out what happened and what went wrong

Make it possible for you to discuss the problem with those concerned, if you would like this

Make sure you receive an apology where this is appropriate

Identify what we can do to make sure the problem doesn’t happen again

Should a patient make a complaint or claim, we may need to provide information about the patient, and treatment they have received, to insurers, indemnifiers or legal advisers.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of clinical confidentiality. If you are complaining on behalf of someone else, we must know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of physical and mental illness) of providing this.

Confidentiality and Data Protection

All complaints will be handled in accordance with our confidentiality and data protection policies. Your personal information will only be used for the purpose of investigating and resolving your complaint.

Complaining to Dental Complaints Service

We hope that, if you have a problem, you will make use of our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, this does not affect your right to complain to an independent body, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.

For further advice, you should contact:

Dental Complaints Service

37 Wimpole Street

London

W1G 8DQ

Telephone: 020 8253 0800

(Monday – Friday 9am – 5pm)


Or


General Dental Council

37 Wimpole Street

London

W1G 8DQ

Email: www.gdc-uk.org

Telephone: 0845 222 4141 or 020 7887 3800

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