The Saltash Dental Surgery takes complaints very seriously indeed and tries to ensure that all patients are pleased with their experience of our service. When patients complain they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives:

  • We aim to react to complaints in the way in which we would want our complaint about a service to be handled. 
  • We learn from every mistake that we make.
  • We respond to patient’s concerns in a caring and sensitive way.

The person responsible for dealing with any complaint about the service we provide is either the patient’s dentist if the complaint is clinical in content or Dr Coelho if the complaint is relating to other issues.

If a patient complains on the telephone or at the reception desk the receptionist will listen to the complaint but ask the patient to put their concerns in writing to the relevant dentist. 

The relevant dentist will acknowledge the patient’s complaint in writing as soon as possible, normally within two working days of receiving it. 

We will seek to investigate the complaint within ten working days of the complaint being received to give an explanation of the circumstances which led to the complaint. 

If this is not possible within ten working days, we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be complete. 

If the patient wishes we can arrange a meeting to discuss the investigations or can have a discussion over the telephone if preferred.

We will confirm the decision about the complaint in writing to the patient immediately after completing our investigations.

Proper and comprehensive records are kept of any complaint received.

If patients are not satisfied with the results of our procedure, then a complaint may be made to the Dental Complaints Service, through the General Dental Council at 37 Wimpole Street, London, W1M 8DQ.