At Leicester Square Dental Clinic we take complaints very seriously and try to ensure that all our 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.

Our aim is 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 and we respond to patients' concerns in a caring and sensitive way.

1.  Ronan Lee & Eleanor Li are responsible for dealing with any complaint about the service we provide.

2.  If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to Ronan Lee immediately. If Ronan Lee Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to him and arrangements will be made for this to happen. The member of staff will make a written record of your complaint and pass them on.

3.  If the patient complains in writing or by e-mail it will be passed on immediately to Ronan Lee or Eleanor Li.  

4.  If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.

5.  We will acknowledge the patient's complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days. We will offer to discuss the complaint at a time agreed with the patient. We will inform the patient about how the complaint will be handled and the likely time that the investigation will take to be completed. If the patient does not wish to discuss the complaint, we will still inform them of the expected timescale for completing the process.

6.  We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far as is reasonably practicable, as to the progress of the investigation.
Investigations will normally be completed within 10 working days.

7.  We will confirm the decision about the complaint in writing immediately after completing our investigation.

8.  Proper and comprehensive records are kept of any complaint received.

If patients are not satisfied with the result of our procedure then a complaint may be referred to:

GDC: 37 Wimpole St, London, W16 8DQ (tel: 0207 167 6000)

CQC: 2 Redman Place, Stratford, London, E20 1JQ (tel: 03000 616161)

NHS Patients: England.contacts@nhs.net. (tel 0203 182 4993)

Private Patients: infodentalcomplaints.org.uk (tel 0208 253 0800)