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.   

 

We endeavour to acknowledge each complaint within 2 working days in person or by telephone if possible.  We will provide a written response within 10 days of the first communication. If a written response is required, it should include a summary of the complaint, an explanation of events from the viewpoint of the practice, an apology where appropriate and details of what has been done to prevent a recurrence of the problem within the practice, if necessary. 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. 

 

• All of your feedback is important to us. 

• We want to make it easy for you to raise a concern or complain, if you need to. 

• We follow a complaints procedure and keep you informed. 

• We will try to answer all your questions and any concerns you raise. 

• We want you to have a positive experience of making a complaint. 

• Your feedback helps us to improve our service. 

 

If patients are not satisfied with the result of our procedure then a complaint may be made to:   

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Denplan Clinical Mediation Service 

Hambleden House  

Waterloo Court  

Andover  

Hampshire  

SP10 1LQ 

 

Email: clinicalmediationserive@denplan.co.uk 

Telephone: 0800 169 7220 

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NHS England  

email nnicb-nn.patientexperience@nhs.net  

Telephone 0115 8839570 

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The Care Quality Commission at  

Citygate,  

Gallowgate, 

Newcastle upon Tyne,  

NE14PA 

 

Email: enquiries@cqc.org.uk 

Telephone: 03000 616161 

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The General Dental Council / Dental Complaints Service 

37 Wimpole Street  

London 

W1G 8DQ 

 

Email: www.gdc-uk.org/contactus through web enquiry form

Telephone: 0207 167 6000 

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​ If you have any feed back positive or negative, we would be grateful to hear from you, we are always wanting to improve your patient care. Please email info@keyworthdental.co.uk