Our dental clinic is open and you can read our COVID-safe procedures here.
We have unfortunately had to temporarily stop our beauty treatments in line with Government regulations. All existing appointments will be rescheduled.
In this practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. When clients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. The 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.
Local Complaints Managers
For specific concerns, please contact the Complaints Manager at your local clinic:
The Patient and Client Council - telephone at 0800 917 0222 email: info.pcc@hscni.net website: www.patientclientcouncil.hscni.net
RQIA -
Phone: RQIA's Guidance Team (Mon-Fri 10am-4pm): 028 9536 1990, any calls received after 4pm will receive a callback within 24 hours from a member of the Guidance Team
Email: info@rqia.org.uk
Post: The Regulation and Quality Improvement Authority, First Floor James House, 2-4 Cromac Avenue, Belfast, BT7 2JA Dental Complaints Service - https://dcs.gdc-uk.org/
Do you have any comments or complaints about our service? Our aim is to provide you with a high standard of care at all times and to deal quickly, courteously and effectively with any problems which may arise. We also aim to make improvements to our service based on what our patients tell us. Do you have any comments or suggestions about the service we provide? We would be pleased to hear from you. You can contact us at any time on 0131 564 1822 or edinburgh@newlifeteeth.co.ukAre you unhappy or have concerns about any aspect of your care? If so, we have a Practice Complaints Procedure to enable us to deal with complaints. Any member of staff can give you details and a copy of our procedure on request. The practice’s Feedback and Complaints Office r is Claire Mcneill You can also contact: Health Improvement Scotland, Programme Manager, Gyle Square, 1 South Gyle Crescent, Edinburgh, EH12 9EB. Tel: 0131 623 4342 or email his.ihcregulations@nhs.scot
Individuals can escalate their complaint to the Care Quality Commission via:
Website www.cqc.org.uk
OR
Email enquiries@cqc.org.uk
The Dental Complaints Resolution Service, 9 Turlough Road, Castlebar, Co. Mayo. www.dentalcomplaints.ie.
Jennifer Archbald - jen@newlifeteeth.ie
If a patient complains in person or over the phone, we will listen attentively and offer to connect them with the relevant Complaints Manager. If the Complaints Manager is not available immediately, we will schedule a convenient time for discussion. Brief details of the complaint will be recorded and passed on to the appropriate person.
If the patient complains in writing the letter will be passed on immediately to the Complaints Manager. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.
We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days.
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. We will confirm the decision about the complaint in writing immediately after completing our investigation. Proper and comprehensive records are kept of any complaint received.
If clients are not satisfied with the result of our procedure then a concern may be raised in one of the following ways:
If you have already made a formal approach to the practice, and the problem has not been resolved, you can contact the Dental Complaints Service (DCS). The DCS provides a free and impartial service to help private dental patients and dental professionals to settle complaints about private dental care fairly and efficiently. The DCS can deal with your complaint if you would like an apology, a refund or a contribution to the cost of further treatment. They cannot deal with claims for compensation, or with complaints about dental plans.
The Dental Complaints Service.
The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London. CR9 2ER.
Telephone: 0845 612 0540
If the problem is so serious that you think the care provided at the practice could be a risk to their patients, the Care Quality Commission (CQC) would like to know about it. CQC cannot investigate individual complaints, but its inspectors use information when they inspect services to make sure that they are meeting quality and safety standards.
You can contact The Care Quality Commission (CQC) who regulates private and NHS dental care services in England by calling 03000 616161 or visit www.cqc.org.uk
If the problem is so serious that you think the dental professional could be a risk to other patients, you should contact the General Dental Council (GDC), which regulates dental professionals in the UK. If the issue is serious enough, the GDC can stop individual dentists from practising. The GDC does not get involved in complaints that are being managed locally. It does not resolve complaints or award compensation.
The General Dental Council
37 Wimpole Street, London, W1M 8DQ
Telephone: 0845 222 4141
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