Complaints Policy and Procedure

Enhance Dental Surgery
35 Queens Square, RH10 1HA
Telephone: 01293 514 030
Email: info@enhancedentalsurgery.co.uk

Enhance Dental Surgery is a fully private dental practice committed to providing safe, effective, ethical, and high-quality dental care in a professional environment.

We recognise that, on occasion, patients may feel dissatisfied with aspects of their care or experience. We therefore welcome all feedback and treat all complaints seriously, as an essential part of improving the quality of our services.

We are committed to ensuring that patients are listened to, treated with dignity and respect, and supported throughout the complaints process. Patients will never be discriminated against or have their care adversely affected because they have made a complaint.

This policy is written in accordance with the General Dental Council (GDC) Standards for the Dental Team, Care Quality Commission (CQC) Regulation 16: Receiving and Acting on Complaints, UK GDPR, the Data Protection Act 2018, and the Equality Act 2010.

A complaint is any expression of dissatisfaction, whether oral or written, made by a patient or their authorised representative, relating to any aspect of care or service provided by the practice.

This may include, but is not limited to, clinical treatment, diagnosis, communication, behaviour of staff, fees and charges, appointment scheduling, or overall experience within the practice.

We aim to resolve concerns as early and efficiently as possible. Wherever appropriate, issues will initially be addressed informally at practice level, often at the point of service.

If a concern cannot be resolved immediately, it will be escalated into the formal complaints process. All complaints are handled fairly, objectively, and confidentially.

We are committed to learning from complaints and using them to improve patient safety, experience, and service quality.

Patients may raise concerns in any of the following ways:

• In person at reception or with any member of staff
• By telephone on 01293 514 030
• By email to info@enhancedentalsurgery.co.uk
• In writing to the practice address

If a complaint is made by a third party, we may require written consent from the patient in accordance with confidentiality and data protection requirements.

Step 1: Immediate Resolution (Informal Stage)

Where a concern is raised verbally or in person, a member of the team will listen carefully, show empathy, and attempt to resolve the issue immediately where appropriate.

Many concerns can be resolved at this stage through explanation, clarification, apology, or corrective action.

If the matter cannot be resolved informally, it will be escalated to the Practice Manager for formal handling.

Step 2: Formal Complaint Submission

Where a complaint is submitted in writing, by email, or cannot be resolved informally, it will be formally recorded and passed to the Practice Manager or designated Complaints Lead.

The Complaints Lead may contact the patient to clarify details and ensure the complaint is fully understood before investigation begins.

Step 3: Clinical Complaints

Where a complaint relates to clinical treatment or clinical decision-making, it will normally be referred to the treating dentist or clinician for review and explanation.

The Practice Manager will oversee the process to ensure fairness, transparency, and objectivity.

Where appropriate, a second clinician within the practice or external professional advice may be sought.

While clinicians are professionally accountable for the care they provide in accordance with GDC standards, the practice maintains overall responsibility for ensuring complaints are handled appropriately and patients receive a full and fair response.

Step 4: Acknowledgement and Investigation

All formal complaints will be acknowledged in writing within three working days.

The acknowledgement will confirm receipt, summarise the issues raised, and explain the next steps.

We aim to complete investigations and provide a full response within 10 working days. If this is not possible due to complexity, the patient will be informed of the reason for delay and given an updated timeframe.

Investigations may include review of clinical records, radiographs, correspondence, financial records, and discussions with relevant staff.

Step 5: Final Response and Outcome

Once the investigation is complete, a written response will be issued explaining the findings in a clear and transparent manner.

The response will confirm whether the complaint is upheld, partially upheld, or not upheld, and will include:

• A clear explanation of events
• An apology where appropriate
• Details of any corrective or preventive actions
• Learning points identified by the practice

We are committed to being open and honest with patients. Where something has gone wrong in a patient’s care that has resulted in, or has the potential to result in, harm or distress, we will:

• Inform the patient promptly
• Provide a clear explanation
• Offer an apology where appropriate
• Explain what actions will be taken to prevent recurrence

All complaints are treated in strict confidence. Information is only shared with individuals directly involved in the investigation and resolution of the complaint.

We comply fully with UK GDPR and the Data Protection Act 2018. Records are stored securely and retained in accordance with regulatory requirements.

A full record of all complaints is maintained, including correspondence, investigation notes, outcomes, and actions taken.

Complaints are reviewed regularly as part of clinical governance processes to identify trends, risks, and opportunities for improvement.

Findings are discussed in practice meetings and used to improve service quality and patient safety.

If a patient is not satisfied with the outcome of their complaint, they may escalate their concerns externally as follows:

Private Dental Patients:
Dental Complaints Service (DCS)
https://dcs.gdc-uk.org
Tel: 08456 120 540

Regulator:
General Dental Council (GDC)
www.gdc-uk.org
Tel: 020 7167 6000

Patients will be provided with full details of these options in their final response letter.

We are committed to ensuring that all patients can access the complaints process. Reasonable adjustments will be made for patients with disabilities, communication needs, or language barriers. Support may be provided via interpreters, carers, or advocates where appropriate.

We view all complaints as an opportunity to improve. Trends and learning points are reviewed regularly and used to inform training, protocols, and service development.

This policy will be reviewed annually, or sooner if required due to changes in legislation or regulatory guidance.