Complaints Procedure – Information for Patients
The New Forest Implant Office follows a complaints procedure that adheres to national criteria. If you have a complaint or concern about the service you have received from the dentists or any of the staff working in this practice, please see the guidance outlined below.
How to Complain
If want to make a complaint, please let us know as soon as possible. To help us gain a clear understanding of the issue it is always best if you can alert us within a few days or a week of the incident. If that is not possible please let us have details of your complaint within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem.
Complaints about the treatment you received should be made to Dr Konstantinos Loukas. He will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will help if you are as clear as possible about your complaint.
What We Shall Do
We acknowledge your complaint within 2 working days and aim to have investigated your complaint within 10 working days of the date when you raised it with us. We will then be able to give you an explanation or offer a meeting with those involved. In investigating your complaint, we shall aim to:
• find out what happened and what went wrong
• enable you to discuss the problem with those concerned.
• ensure you receive an apology, where this is appropriate.
• identify what we can do to make sure the problem does not happen again.
Complaining on Behalf of Someone Else
Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we must know that you have the permission to do so. A note signed by the person concerned will be needed.
Complaining to a Dental Complaints Service
If you are not satisfied with the final resolution, then you can complain to a Dental Complaints Service. While we hope you will use our complaints procedure first, you have the 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. If you wish to seek further advice you should contact the following organisations:
Dental Complaints Service
37 Wimpole Street
T: 0208 253 0800
General Dental Council
37 Wimpole Street
T: 0207 167 6000