Complaints Procedure - Information for Patients

If you have a complaint or concern about the service you have received from the dentists or any of the staff working at Kedleston Dental Practice, please let our manager Joanne Hopton know by calling 01332 342 924. We operate a practice complaints procedure. Our complaint system adheres to national criteria. 

 

How to complain

We hope that most problems can be sorted out easily and quickly, at the time they arise and with the person concerned. If your problem cannot be sorted in this way and you wish to make a complaint, we would like you to let us know as soon as possible as this will enable us to establish what happened most easily. If it is not possible to do that please let us have details of your complaint:
  • within 6 months of the incident that caused the problem;
  • within 6 months of discovering that you have a problem, provided this is within 12 months of the incident

Complaints about the treatment should be made to the dentist who normally sees you. Alternatively, you may ask for an appointment with our practice manager Joanne Hopton in order to discuss your concerns. She 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. 

 

Complaining on the 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 have to know that you have the permission to do so. A note signed by the person concerned will be required unless they are incapable of providing this because of physical or mental illness or are a child under 16 years. 

 

What we shall do

We shall acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 working days of receiving it. We shall then be in a position 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, if you would like this
  • ensure you receive an apology where this is appropriate
  • identify what we can do to ensure the problem does not happen again

Complaining to Dental Complaints Service

We hope that if you have a problem, you will make use of our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, this does not affect your right to complain to the Dental Complaints Service if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. If you wish for further advice you should contact the below:

Dental Complaints Service

info@dentalcomplaints.org.uk


Dental Complaints Service

Stephenson House

2 Cherry Orchard Road

Croyden

CR0 6BA


tel: 020 8253 0800

General Dental Council

complaints@gdc-uk.org


The General Dental Council

37 Wimpole Street

London

W1G 8GT



tel: 020 8253 0800


Treatments received under the NHS

England.contactus@nhs.net


Healthwatch Derbyshire

Foundry Lane

Riverside Business Centre Suite 14

Milford

DE56 0RN


tel: 01773 880 789


NHS England

England.contactus@nhs.net


NHS England

PO Box 16738

Redditch
B97 9PT




tel: 0300 311 2233


NHS Local

NHS Derby and NHS Derbyshire County

Cardinal Square

10 Nottingham Road

Derby

DE1 3QT


tel: 01332 868 803


Denplan Patients

For those patients registered with Denplan from Littleover Dental Practice, they can ring Denplan direct for advice


tel: 0800 401 402


Ombudsman Services

www.ombudsman-services.org


tel: 0345 015 4033