Code of Practice for Patient Complaints

We aim to provide a very high standard of service to all our patients, and this includes the way in which we deal with complaints.

A complaint is regarded as any aspect of our service that a patient is unhappy with. We treat all complaints seriously and with equal merit. If a patient is unhappy about some aspect of our service, we would like to know about it so that we can put it right. Any complaint received will be dealt with promptly and courteously so that the matter may be resolved as quickly as possible.

A complaint will in no way affect a patient’s right to treatment at the practice.

The person responsible for dealing with any complaint about the service we provide is our Practice Manager, Kate Jones. However, any member of our team is happy to listen to any concerns or complaints. If you wish to talk in private, a room will be made available.

If a patient complains on the telephone or at the reception desk, we will listen to their complaint and refer the patient to the Practice Manager. If the Practice Manager is unavailable at that time, then the patient will be offered a suitable time to talk to the Practice Manager and discuss their complaint. Details will be taken of the complaint and passed onto the Practice Manager. If a meeting with the Practice Manager cannot be arranged within a reasonable period of time, arrangements will be made for another member of staff to deal with the complaint.

Where a complaint is received by letter or e-mail, this will be passed on immediately to the Practice 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 wish this to happen.

We will acknowledge a patient’s complaint, in writing, as soon as possible – usually within 48 hours of receiving the complaint – and will enclose a copy of this code of practice.

We will seek to investigate the complaint within 28 working days of receipt of the complaint. We will offer the patient the opportunity to meet and to discuss their complaint, but should they not wish to do so, we will attempt to discuss the complaint on the phone. If there is a delay in investigating the complaint, we will notify the patient, explaining the reasons for any delay and when we expect to complete our investigation.

We will confirm our decision about the complaint in writing as soon as possible after our investigation, detailing our findings and intended action (if any).

Proper and comprehensive notes are kept of any complaint received.

Patients may use the form on our Contact page to register a complaint, or you can e-mail us at, write to us at St Michael’s Dental Surgery, Walwyn Close, Twerton, Bath BA2 1SX or telephone us on 01225 334733.

If a patient is still not satisfied with the outcome of our investigation, a complaint may be made to:

For NHS treatment:

The PALS Manager, B&NES PCT Trust HQ, St Martin’s Hospital, Midford Road, Bath BA2 5RP (Tel: 01225 831717)

For private treatment:

The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER  (Tel: 08456 120540)

For complaints about possible professional misconduct:

The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Tel: 0845 222 4141) Typetalk facility – 18001 0845 222 4141

Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP (Tel: 0345 015 4033)