It is our aim to always have satisfied patients, to meet your expectations of care and service, and to resolve any complaints as empathetically, efficiently and effectively as possible.
We take complaints very seriously, investigating them in a full and transparent way, taking great care to protect your confidentiality. We aim to learn from complaints and improve our care and service. We will never discriminate against patients who have made a complaint, and we are happy to answer any questions you may have about this procedure.
If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible so we can address your concerns promptly. We accept complaints made verbally as well as in writing.
Gemma Funnell is the Complaints Manager and will be your personal contact to assist you with complaints. We aim to resolve verbal complaints within 24 hours where possible. If you complain in writing, the Complaints Manager will send an acknowledgement letter within 3 working days and will aim to provide a full written response as soon as practical which is normally 2 weeks.
You can send your complaints to:
Goldsworth Road Dental Care
96 Goldsworth Road, Woking, Surrey GU21 6LN
Call us on 01483 495303 or email the Complaints Manager at manager.grdc@gmail.com.
If the Complaints Manager is unavailable, we will take brief details about the complaint and arrange a meeting at a mutually suitable time.
We will keep comprehensive and confidential records of your complaint, stored securely and accessible only to those involved in the process.
If the investigation takes longer than anticipated, the Complaints Manager will contact you at least every ten working days to update you on the reason for any delays, the progress of the investigation, and the expected completion date.
When the investigation has been completed, you will be informed of its outcome in writing. Our response will address each of your concerns clearly and in full. You will also be invited to a meeting to discuss the results and any practical solutions we can offer. These may include replacing treatment, refunding fees, referring you for specialist treatment, or other solutions to meet your needs and resolve the complaint.
We regularly analyse patient complaints to learn from them and improve our services. That’s why we always welcome your feedback, comments, suggestions, and complaints.
If you are dissatisfied with our response to a complaint, you can take the matter further.
Further Contacts
GDC Private Dental Complaints Service
You can contact the service within 12 months of the treatment or within 12 months of becoming aware of the issue.
Visit www.dentalcomplaints.org.uk or call 020 8253 0800.
Care Quality Commission (CQC)
The CQC regulates private and NHS dental care services in England. They can take action against a provider that is not meeting their standards.
Call 03000 616161 or visit www.cqc.org.uk.
General Dental Council (GDC)
The GDC is responsible for regulating all dental professionals. You can complain using their online form, email information@gdc-org.uk, or call 020 7167 6000.