At American Smile, we want to ensure that all our clients are pleased with their experience of our service and we pride ourselves that our clients talk about their positive experience at the clinic.
We value your feedback and encourage all our clients to share their opinion with us, in any format convenient for the client, be it in Google Reviews, Facebook reviews, via e-mail or the phone.
At American Smile we view complaints as an opportunity to improve our service delivery and to learn lessons that will help us make changes with the intention of avoiding a repetition of any similar complaints.
If a client makes a complaint, we will deal with the matter courteously and promptly so that it is resolved as quickly as possible. We have an effective complaints system in place to ensure that identifying, receiving, recording, handling and responding to any comments, observations, concerns or complaints occurs within a strict timetable that is clearly documented.
We recognise that a complaint is any expression of dissatisfaction with our service, treatment or advice and that a complaint can be made by a variety of methods, including verbally, by sign language or in writing. In situations where a patient may lack the confidence to express their views or require help to do so, they will be supported by helpful team members. All clients’ complaints are fully documented and investigated and are dealt with fairly.
To help us learn lessons from complaints, we track and analyse to identify trends that will help us improve our service and our procedures are monitored and reviewed regularly by our Practice Manager, Claire Read.
Our aim in handling verbal complaints is always to try to resolve the issue to the client’s satisfaction so that it does not escalate and become a written complaint.
If a client complains on the telephone, at the reception desk, or anywhere else in the practice, we will listen sympathetically and make notes about his/her issues or problems, provided that the client consents to us doing this.
Having first listened to the client’s complaint, we will offer to refer him/her to the Practice Manager immediately. If the client has consented to their concerns or issues being written down, the team member will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable time period or if the client does not wish to wait to discuss the matter, arrangements will be made for Dorina Vulpe, Treatment Coordinator, to deal with it.
If the client complains in writing the letter will be passed on immediately to the Practice Manager.
Complaints about clinical care or associated charges will be referred to the clinician concerned, unless the client does not want this to happen.
We will investigate the complaint to enable us to give an explanation of the circumstances that led to the complaint within 10 working days of receipt.
If the client does not wish to meet us, we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within 10 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.
If the client is not satisfied with the result of our procedure then a complaint may be made to:
The Dental Complaints Service
(for complaints about private treatment)
Address: Stephenson House, 2 Cherry Orchard, Croydon, CR0 6BA
Phone: 0208 253 0800
The General Dental Council
Address: 37 Wimpole Street, London, W1M 8DQ
Phone: 0207 167 6000
The Care Quality Commission
Address: Citygate, Gallowgate, Newcastle upon Tyne NE14PA
Phone: 03000 616161
Changes to this Policy
We may change this policy from time to time. If we make changes, we will notify you by revising the date at the top of this policy, and if the changes are significant, we may provide you with additional notice such as adding a statement to the homepage of the website or sending you an email with the update.
If you have any questions about the Compliments and Complaints Policy you can contact us at firstname.lastname@example.org.