Complaints Procedure
Commitment to Patients
We are dedicated to delivering the highest standard of emergency dental care while treating every patient with fairness, respect, and professionalism. We understand that concerns can arise and welcome the opportunity to address them promptly and constructively.
All complaints are treated seriously and managed in accordance with established professional standards, ensuring transparency, accountability, and patient reassurance throughout the process.
Professional and Regulatory Standards
Emergency dental care is provided by fully qualified and UK-registered dentists who adhere to the standards established by the General Dental Council (GDC). These standards ensure that all dental professionals deliver safe, ethical, and patient-focused care. Key requirements include:
- Putting patients’ interests first
- Communicating clearly and effectively
- Obtaining valid consent before treatment
- Maintaining confidentiality and protecting patient information
- Continually developing and maintaining professional skills
- Working collaboratively in the best interests of patients
- Raising concerns when patient safety may be at risk
- Acting in ways that uphold public confidence in the dental profession
How to Raise a Concern or Complaint
If you have a concern about any aspect of your care or experience, we encourage you to raise it as soon as possible so it can be addressed promptly and effectively.
Complaints can be submitted by contacting us using the details provided on this website. Please provide as much information as possible to help us fully understand and resolve the issue.
How Complaints Are Handled
All complaints are acknowledged promptly and investigated thoroughly to ensure a fair and transparent resolution. Our process aims to:
- Acknowledge complaints within two working days
- Provide a full response within ten working days
If we are unable to meet these timescales, we will keep you informed and clearly explain the reason for any delay.
Our Approach to Resolving Complaints
We strive to resolve concerns in a fair, transparent, and timely manner. Where appropriate, we may provide explanations, offer apologies, or take corrective actions to address the issue. Complaints are viewed as valuable feedback, helping us continuously improve our services and enhance the patient experience.
If you are not satisfied with the outcome
If, after our review, you are still dissatisfied with the resolution of your complaint, you have the option to seek guidance from an independent external organisation. This ensures your concerns are considered fairly and impartially.
For private dental care, you can contact the Dental Complaints Service.
Dental Complaints Service
Telephone: 08456 120 540
Email: [email protected]
Website: www.emergencydentiststalbans.co.uk
Confidentiality
All complaints are treated with strict confidentiality and in full compliance with data protection regulations. Information is shared only with the staff directly involved in investigating and resolving the concern.
Your Care Will Not Be Affected
Raising a concern or complaint will never impact your access to care or the quality of treatment you receive. We encourage open communication and are committed to resolving issues respectfully and professionally.
Emergency dental care is provided by fully qualified, UK-registered dentists. All treatment is delivered in strict accordance with professional standards and patient safety guidelines, ensuring high-quality, safe, and effective care.