Patient compliments and complaints code of practice
At Aspire/Advance Dental Care Ltd we endeavour to ensure that patients are pleased with
the care and service they experience. Consequently, we take patient feedback very seriously.
The team views every criticism as opportunity to learn, develop and improve our service. We
will deal with complaints promptly, sensitively and courteously.
Procedure for making a complaint:
- We are keen to continue and improve and develop our practice and are grateful for any feedback you may be able to offer us. We are encouraged that some of our patients write testimonial letters if they are pleased with the care and treatment they have received.
- We are currently accepting new patients to the practices and we would very much appreciate your help in recommending our care to your friends, family and colleagues, who you feel may benefit from our care.
Procedure for making a formal complaint:
1. The persons responsible for dealing with any complaints about the service we provide is: Mrs H Sharma (practice manager) in the first instance
2. Should a patient voice their concerns to one of the practice employees, they will listen to the comments and attempt to resolve any issues immediately. Should the practice employee be unable to fully address the patients concern(s), they will refer them to Mrs Sharma with a brief summary of the situation
3. If the complaint is to be made in writing, it should be addressed to The Practice Manager, and sent to the relevant Dental Practice. If you wish to email the communication the relevant email addresses are
Aylesbury: aylesbury@aspiredentalltd.co.uk
Ipswich Clavering House: clavering@advancedentalhealth.co.uk
Kesgrave (Ipswich) Orchid Dental: dental.orchid@gmail.com
Little Chalfont: chalfont@aspiredentalltd.co.uk
Southampton Lordshill: lordshill@advancedentalhealth.co.uk
Stirchley (Telford): andrea@stirchleydentalpractice.com
Plumstead Dental: reception@plumsteaddentalsurgery.co.uk
4. If the complaint related to a clinical matter or another clinician, it will be passed to clinician concerned.
5. All complaints will be acknowledged in writing as soon as possible, normally within 3 working days, enclosing a copy of the code of practice for dealing with complaints. Mrs Sharma will seek to investigate the complaint within 10 working days. Mrs Sharma will notify the patient giving reason for any delay and a specific time period for which the investigation will be completed (The acknowledgement time period may change due to events like holidays and sickness).
6. Mrs Sharma will confirm the decision in writing to the patient immediately after the completion of the investigation.
7. Proper confidential and comprehensive records are kept of any complain received.
8. If patients are not satisfied with the result of our procedure, then a complaint may be made to:
(Complaint about NHS Treatment)
NHS England Complaint Department
P.O Box 16736
Redditch, B97 9PT
Tel 0300 3112233
(Complaint about private treatment)
Dental Complaint Service
37 Wimpole Street, London,
W1G 8D
Tel 0208523-0800
