Our aim is to provide you and your family with the highest standards of care and treatment at all times. All your views, good or otherwise, are always welcome, as they help us to maintain our excellent standards of treatment and service provision.

If you have a concern or complaint about any aspect of the Practice or the treatment or care you have received, please do not hesitate to let us know at once, so that we can attempt to resolve the issue as quickly as possible.

If you wish to register a formal complaint, please email the Practice Manager on reception@sandondental.co.uk who will ensure your complaint is directed to the appropriate person and dealt with as per this policy. Alternatively, if you wish to make a verbal complaint, please contact reception on 01244 321821 to arrange a meeting with the Practice Manager at a time to suit you.

We will send you an acknowledgement of your complaint within three working days and will do everything we can to resolve your problem, within a reasonable and agreed period.

If you register a complaint, we will:

• Investigate the matter fully to discover exactly what went wrong

• Arrange a confidential meeting with you to discuss the matter further if you wish

• Ensure you receive a full apology if this is appropriate

• Identify measures to ensure the problem is rectified and does not occur again

We have a duty to protect the confidentiality of all our patients. If a complaint is made by someone else on a patient’s behalf, we will require the patient’s written consent in order to act on the complaint (this does not apply to patients under the age of 16 years).

In the unlikely event that you do not feel your complaint has been dealt with satisfactorily within the Practice, you can contact the PHSO (Parliamentary and Health Service Ombudsman) on 0345 015 4033 who deal with complaints involving NHS dental treatment which has taken place during the previous twelve months. (Textphone 0300 061 4298 for people with hearing difficulties).

Private dental treatment can be discussed with the Dental Complaints Service of the General Dental Council on 020 8253 0800 (Mon - Fri 9am - 5pm).

Beverley Fraser BSc(Hons) EDH DipDPM

Practice Manager.

Sandon Dental Practice
34 Hoole Road
Chester
CH2 3NJ

01244 321821