At ODL Dental Clinic, we take all complaints seriously. Our aim is for every patient to feel confident, respected, and satisfied with the care and service we provide.
When a concern is raised, we are committed to addressing it promptly, courteously, fairly, and transparently, with the aim of resolving the matter as quickly as reasonably possible.
We view every complaint as an opportunity to listen, learn, and improve. We will approach concerns with the same level of care, understanding, and respect that we would expect ourselves, ensuring that every patient has the opportunity to be heard and supported.
This policy sets out the procedures that ODL Dental Clinic follows to ensure complaints are managed effectively, consistently, and fairly.
We actively encourage patients to provide feedback and to let us know if we have not met their expectations.
Open and honest feedback is important to us because it enables the practice to review its services, identify areas for improvement, and continually improve the experience provided to patients.
Patients are reassured that raising a complaint or concern will not result in discrimination or negatively affect their ongoing or future treatment.
Our priority is to ensure that every patient feels comfortable, respected, and confident when sharing their experience with us.
Overall responsibility for the management of complaints rests with:
Complaints Manager: Rachel Johnson
Patients may raise a concern with any member of the practice team according to their preference.
Where a complaint is raised with another member of staff, the complaint will be passed to the appropriate person and managed in accordance with this policy.
4.1. Telephone of face-to-face complaints
If a patient raises a concern verbally, the team member receiving the complaint will:
a) Listen carefully and respectfully to the patient's concerns.
b) Allow the patient an opportunity to explain the issue fully.
c) Where possible, seek to resolve the matter at the time.
d) Record the relevant details of the concern.
e) Refer the matter to the Complaints Manager where it cannot be resolved immediately or falls outside the staff member's authority.
If the Complaints Manager is unavailable, the patient will be informed when they are expected to be available or when they will be contacted.
All relevant information will be passed to the Complaints Manager without unnecessary delay.
Written complaints may be submitted by letter or email.
All written complaints will be forwarded promptly to the Complaints Manager for review and investigation.
Complaints relating specifically to clinical care or associated fees may be referred to the relevant dentist or other appropriate member of the clinical team as part of the investigation.
5.1. Acknowledgement
We will acknowledge receipt of a written complaint within five working days.
5.2. Investigation and response
A full response will be provided as soon as reasonably possible and will include, where appropriate:
• The findings of the investigation.
• Any actions that have been taken or are proposed.
• Any explanation or clarification arising from the investigation.
• Details of the proposed resolution, where appropriate.
If additional time is required to complete the investigation, the patient will be informed.
Where preferred by the patient, the outcome may initially be discussed during a meeting or telephone conversation. The final outcome will, however, be confirmed in writing.
The time required to investigate a complaint will depend on its nature and complexity.
The practice aims to resolve complaints as efficiently and promptly as possible. However, some complaints may require a more detailed investigation and may take up to three months to complete.
The practice's priority is to ensure that complaints are investigated thoroughly and fairly and that all relevant information is taken into consideration before an outcome is reached.
During the investigation, the practice may contact the patient to request:
• Further information.
• Clarification of the concerns raised.
• Supporting documentation.
• Other relevant evidence or information.
Where additional information is reasonably required to investigate the complaint fully, the investigation may be delayed until the requested information has been received.
The patient will be kept informed where additional information or further time is required.
Once the investigation has been completed, the patient will be provided with the outcome of the complaint in writing.
Following the outcome, the patient will have four weeks in which to respond or raise any further questions regarding the complaint.
If no response is received within four weeks, the complaint will normally be considered closed.
If a patient wishes to reopen a complaint after this period, the practice may need to undertake a further review or investigation.
This may be necessary to ensure that any new information or circumstances are considered and that the information available remains accurate and up to date.
ODL Dental Clinic recognises that making a complaint can be frustrating and that patients may feel upset or distressed about their experience.
Our team will always remain polite, professional, respectful, and willing to assist as much as reasonably possible.
However, the practice operates a zero-tolerance approach to abusive or threatening behaviour towards members of the practice team.
Unacceptable behaviour includes, but is not limited to:
• Verbal abuse or personal insults.
• Shouting or aggressive behaviour.
• Swearing directed towards members of staff.
• Verbal or physical threats.
• Intimidation.
• Blackmail or threats.
• Any other behaviour that places staff at risk or prevents them from carrying out their duties safely and professionally.
The practice will make every reasonable effort to de-escalate difficult situations and resolve concerns appropriately.
However, where behaviour is considered abusive, threatening, or otherwise unacceptable, the practice reserves the right to take appropriate action.
In serious or repeated cases, this may include restricting communication methods, requiring future communication to take place in writing, or, where appropriate and in accordance with relevant professional and contractual requirements, discontinuing or ending the patient's care with the practice.
Any decision to discontinue care will be handled appropriately, with due consideration given to the patient's ongoing clinical needs and relevant professional requirements.
Threats to share your feedback or complaint on any social platform will not waiver our decision or outcome of our investigation.
If a patient makes a complaint or commences, or threatens to commence, legal proceedings against the practice, it may be necessary to provide relevant information about the patient and the treatment they have received to:
• Our dental defence organisation.
• Insurers.
• Legal advisers.
• Other relevant professional or regulatory bodies where appropriate.
Any disclosure of information will be handled in accordance with applicable data protection legislation and the practice's Data Protection Policy.
All complaints will be treated confidentially and information will only be shared where there is an appropriate legal, professional, or clinical basis for doing so.
The practice will maintain appropriate and comprehensive records of all complaints received.
Records may include:
• The date the complaint was received.
• The nature of the complaint.
• Relevant correspondence and communications.
• Information provided by the patient.
• Details of the investigation undertaken.
• Findings of the investigation.
• The response provided to the patient.
• Any actions taken or proposed.
• The date the complaint was closed.
Complaint records will be maintained securely and handled in accordance with the practice's Data Protection Policy and applicable legal and regulatory requirements.
If a patient remains dissatisfied following the practice's response, they may be able to refer their complaint to an appropriate external organisation, depending on the nature of the complaint.
Relevant organisations may include:
• Dental Complaints Service
The Dental Complaints Service provides an independent service for complaints relating to private dental treatment.
Website: https://dcs.gdc-uk.org/
• Care Quality Commission (CQC)
The CQC regulates health and social care services in England and may be contacted regarding concerns about regulated services.
Website: https://www.cqc.org.uk/
• General Dental Council (GDC)
The GDC regulates dental professionals in the United Kingdom and may be contacted regarding concerns relating to the professional conduct or fitness to practise of a dental professional.
Website: https://www.gdc-uk.org/
External organisation contact details should be checked regularly to ensure that the information provided to patients remains current.
Complaints and feedback will be reviewed to identify opportunities for improvement. Where appropriate, the practice may use information arising from complaints to:
• Identify recurring issues or trends.
• Improve practice procedures.
• Improve communication with patients.
• Identify training requirements.
• Review clinical or administrative processes.
• Reduce the likelihood of similar concerns arising in the future.
The purpose of this process is not simply to resolve individual complaints, but to use patient feedback to support continuous improvement within the practice.
This policy will be reviewed periodically to ensure that it remains appropriate, effective, and consistent with current legislation, professional guidance, and regulatory requirements.
If something hasn’t gone as expected, we’d like to hear from you. You can use our online form to share your experience.
