Established 2002
We Have Over 20 Years Of Experience
Highly Rated
Our Patients Rate Us As Excellent
CQC Registered
We Are Care Quality Commission Registered
Our Complaints Procedure
If you have a complaint or concern about the service you have received from a dentist or any of the staff working at our practice please contact us at your earliest convenience. We operate a practice complaints procedure for dealing with complaints and our complaints system meets national criteria. We take complaints seriously and endeavour to ensure that all our patients are happy with their experience and the service provided.
We are confident that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted in this way and you wish to make a complaint, we will endeavour to acknowledge your complaint within five working days, enabling us to establish what happened more easily. Complaints in writing should be addressed to Sarah Aldridge – Practice Manager and sent to Henley Dental, 99 High Street, Henley In Arden, Warwickshire, B95 5AT. Alternatively, they can be sent by email to info@henley-dental.co.uk or you can contact us by telephone on 01564 795 025. We will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It would be a great help if you are as specific as possible about your complaint.
We shall acknowledge your complaint within five working days and aim to investigate your complaint within 28 working days of the date when you raised it with us. We will then be in a position to offer you an explanation, or a meeting with the people involved. When we investigate your complaint, we endeavour to establish all the facts provided by both the patient involved and the staff so we can conclude a fair and accurate outcome.
If we are unable to investigate within the 28 working days we will notify the patient and state the reason for the delay and a likely period within which the investigation will be undertaken. We will confirm the decision in writing once we have established the outcome. Comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint. Should a patient make a complaint or claim, we may need to provide information about the patient, and treatment they have received, to insurers, indemnifiers or legal advisers.
Please note that we adhere strictly to the rules of clinical confidentiality and the General Data Protection Regulations (GDPR). If you are complaining on behalf of someone else, we must know that you have their permission to do so. A call or email by the person concerned will be needed, unless they are incapable (because of physical and mental illness) of providing this.
We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. This does not affect your right to approach NHS England if you feel you cannot raise your complaint with us, or you are dissatisfied with the result of our investigation.
Should you wish to make a direct complaint to NHS England please contact:
NHS England Customer Support Centre
PO Box 16738
Redditch
B97 9PT
Telephone: 03003 112 233 (Monday to Friday 8am to 6pm, excluding English Bank Holidays) | Email: england.contactus@nhs.net
Parliamentary & Health Service Ombudsman
Millbank Tower, Millbank, London SW1P 4QP
Telephone: 03450 154 033 | Website: www.ombudsman.org.uk
Dental Complaints Service
37 Wimpole Street London, W1G 8DQ
Telephone: 020 8253 0800 (Monday – Friday 9am – 5pm)
General Dental Council
37 Wimpole Street London, W1G 8DQ
Telephone: 08452 224 141 or 020 7887 3800 | Website: www.gdc-uk.org
