We want to hear from you so that we can put things right as quickly as possible.

How to complain

In our practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. We deal with complaints courteously and promptly so that the matter is resolved as quickly as possible.

• All complaints via the phone or at reception are listened to. The practice has a Complaints Contact, Sharon Burrow and you will be offered the opportunity to speak to Sharon immediately if she is available. If she is not available other members of staff will endeavour to help deal with your complaint or take brief details and pass these on.
• If you remain dissatisfied with how we have answered your question or helped you with your problem then please tell us about it by letter or email to:

The Deputy Practice Manager

Middlewich Street Dental Practice
50-52 Middlewich Street
Crewe
CW1 4DA
Email: [email protected]

• We discuss complaints about any aspect of clinical care or associated charges with the relevant clinician unless you do not want this to happen.
• We will acknowledge your complaint in writing as soon as possible and enclose a copy of this code of practice. This is normally within 3 working days. We will inform you about how the complaint will be handled and how long it is likely to take.
• We will write and confirm our decision about your complaint after completing our investigation. This would normally be within 10 working days. If we require more time to conduct our investigation, we will communicate this to you.
• Proper and comprehensive records are kept of any complaint received and we review and amend our policies, procedures, and practices to ensure that we do our utmost to rectify any issues identified.

 if you are not happy with the result of our procedure then a complaint may be made to:

www.dentalcomplaints.org.uk

or

The Parliamentary and Health Service Ombudsman

Millbank Tower, Millbank, London, SW1 4QP
Tel: 0345 015 4033