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  • 11 Queen's Road
  • Buckhurst Hill
  • Essex
  • IG9 5BZ
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Complaints procedure

Code of Practice for Patient Complaints

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. This 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.

  1. The person responsible for dealing with any complaint about the service which we provide Mr Jonathon Brown, Practice Principal.
  2. If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the Practice Principal immediately. If the Practice Principal is not available at the time, then the patient will be informed when they will be able to talk to the Practice Principal and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the Practice Principal. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  3. If the patient complains in writing or by email, it will be passed on immediately to the Practice Principal, Mr Jonathon Brown.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
  6. 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.
  7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  8. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
  9. If patients are not satisfied with the result of our procedure then a complaint may be made to:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 www.ombudsman.org.uk

The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540 www.dentalcomplaints.org.uk

The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct

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Testimonials

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“Thanks for the update. Just wanted to say how much I appreciate the extra work and effort everyone at the practice is putting in – I’m more convinced than ever this is the best dental practice in the world.”

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R.H.

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"Jonathon Brown recently replaced a strategic front tooth with an implant. Right from the beginning Mr. Brown was clear and articulate about what he could do and how he would achieve it. The treatment itself went smoothly and on schedule…

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F.H.

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"I’ve always hated going to the dentist, and my teeth were – frankly – a mess. Because I had met him away from the dentist’s surgery, and my instinct told me he might be ok, I took a risk on…

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Happy Patient

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"After years of begrudging the six-monthly check-up (or every nine years), I thought I'd give Queens a go as I was working in the station house opposite.  An endless string of dentists who showed no interest in me or my health…

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Mr M.D.

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"You can expect a truly personal service from Paul and the rest of his friendly and professional team at the Queens Dental Practice – I’ve been a patient for several years and I can’t recommend them highly enough. Whether for general…

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Mrs LH

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"Childhood experiences of visits to the dentist supplemented by my reluctant occasional subsequent appointments as a young adult left me with a huge fear of dentistry and meant that I would only visit the dentist for many decades in extreme circumstances.…

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Mr A.W.

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"Following a course of treatment with Dr Jonathon Brown, I needed both upper and lower dentures. I was treated on the NHS and was fitted with plastic dentures. These required a fixative to keep them in place, and the taste…

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Happy Patient

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"After searching far and wide for a new family dentist, I’m so pleased to have found the Queens Dental Practice. Paul is simply an outstanding dentist, supported by a great team. Not only is he very thorough, but he has…

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MS K P

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