About Us

Complaints Handling Policy

Augustus Road Dental Practice, 106 Augustus Road, Southfields, Wimbledon, London, SW19 6ER
Tel: +44 (0) 20 8789 7797

Code of practice for patient complaints

In this practice 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. This procedure is based on these objectives.

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 that we make and we respond to patients’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service that we provide is Lisa Keane the practice Complaints Manager.
  2. If a patient complains by telephone or in person, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to the Complaints Manager and arrangements will be made for this to happen. The member of staff will make a written record of your complaint and provide the patient with a copy as well as passing it on to the Complaints Manager. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  3. If the patient complains in writing or by e-mail it will be passed on immediately to the Complaints Manager.
  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 3-5 working days. We will offer to discuss the complaint at a time agreed with the patient, asking how the patient would like to be kept informed of developments, for example, by telephone, face to face meetings, letters or e-mail. 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. When we have completed our investigation, we will provide the patient with a full written report. The report will include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.
  8. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint
  9. If patients are not satisfied with the result of our procedure then a complaint may be referred to:
    • NHS England, PO Box 16738, Redditch B97 9PT (email: England.contactus@nhs.net) or the Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP (tel: 0345 015 4033 or www.ombudsman.org.uk for complaints about NHS treatment).
    • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ the dentists’ registration body

AUGUSTUS ROAD DENTAL TREATMENTS

image
Bridges are usually made of a precious metal. If the bridge will show...
image
A crown is a cap that is placed over a tooth and held in place by...
image
A denture is a removable prosthesis used to replace missing teeth...
image
Gold inlays are restorations placed usually on the chewing surfaces...
image
Porcelain (tooth coloured) inlays and onlays are restorations placed...
image
The crown of the tooth is made up of the hard, white, enamel layer and...
image
Deep pits and grooves can be found on the chewing surfaces of the...
image
Veneers are thin, custom–made shells crafted of tooth–coloured...
image
Teeth Whitening is a process where the tooth discolouration is 'whitened'...
image
We offer a range of anti-ageing and facial aesthetics treatments including...
image
Dental Implants are one way of replacing missing teeth...
image
Most people have fillings of one sort or another but today, because we are much more conscious...
image
IV sedation is when a sedative is injected directly into a vein. If you are nervous about...

About us

Augustus Road Dental Practice has been established for over 35 years; it is a modern dental practice situated in Southfields in London.

Opening times

Monday to Friday: 8.30am - 5.30pm
(closed for lunch between 1-2pm)

Saturday: By Appointment only
Late nights: By Appointment Only

Contact Us

Address
106 Augustus Road, Southfields, Wimbledon, London, SW19 6ER
Phone
+44 (0) 20 8789 7797