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Allure Policies

Allure Dental Care policies and procedures

Patient Complaints Procedure

It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, we investigate them in a full and fair way and take great care to protect your confidentiality.

lf you are not entirely satisfied with any aspect of our care or service please let us know as soon as possible to allow us to address your concerns promptly. We will never discriminate against patients who have made a complaint. Please address all complaints to Dr Sam Parsno. lf we cannot resolve your complaint immediately it will be acknowledged in writing within 3 working days and we aim to provide a full response within 10 working days. We will keep comprehensive and confidential records of your complaint, which will be stored securely.Only those persons who need to know about your complaint are informed about it and can access it.

Should the complaint need to be investigated, this may involve the person who treated you, members of the team or others. ln some cased the investigation may take longer than 10 working days, in which case you will be informed about the reason for the delay, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing and invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the compliant.

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. lf you are dissatisfied with our response to a complaint you can take it further, please see the contacts below.

Contacts

For private dental treatment you can contact the GDC private dental complaints service by calling 0845 612 0540 or visiting www.dentalcomplaints.org.uk

You can contact the Care Quality Commission by calling 0300 61 61 61 or visit www.CQC.org.uk. The General Dental Council is responsible for regulating all dental professionals, you can contact them on information@GDC-org.uk or by calling 0845 222 4141.

Statement of Purpose

Aims and Objectives

  • We aim to deliver a high standard of dental treatment in a caring, safe and thoughtful environment and we always provide dental treatment in line with current theory and practice, choosing a minimally invasive approach.
  • The service we provide will increase the awareness of prevention and positive health choices
  • Patient access, satisfaction and safety are our primary concerns and we are also committed to the safety, equal opportunity and personal development of the dental team.
  • Our practice aims to provide dental care of a consistent quality to the whole community. We have management systems to help us and which define each practice member’s responsibility when looking after you.
  • ln proposing treatment we will take account of your own wishes. We will explain the diagnosis and treatment options, cost and risk involved so that you can make an informed choice. We will always explain what we are doing and will refer to specialist when necessary.
  • We will do all we can to look after your general health. We will ask you about your general health and about any medicines being taken. This helps us to treat you safely. We keep all information about you confidential.
  • Contamination control is also essential to the safety of our patients. Every practice member receives training in practice systems for contamination control.
  • We screen all patients for mouth cancer at routine examinations.
  • Practice working methods are reviewed regularly at meetings with all staff. We encourage all staff to make suggestions for improving the care given to patients.
  • We regularly ask patients for their views to our services. We have system for dealing promptly with patients complaints and for ensuring that lessons are learnt from any mistakes that we make.
  • All dentists take part in continuing professional education, meeting the General Dental Council’s requirements.
  • All staff joining the practice are given training in practice-wide procedures. There is an individual review of training needs for everyone in the practice once a year.
  • Every member of the practice is aware of the need to work safely under General Dental Council guidelines.
  • Regulated activities includes: Dentalexamination and X-rays, Restorative treatment lncluding fillings, Crowns, Bridges, Root canal treatment and Cosmetic dentistry.
  • Hygienist and prevention treatment
  • Dental lmplants, Extractions, Minor Oral Surgery.

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