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  • Elegant Smiles, 2 Woolram Wygate, Spalding, PE11 1NX
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Code of Practice for Patient Complaints

In this practice we take complaints very seriously indeed 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 customers’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service which we provide Amy Browne, Practice Manager.
  2. If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the Practice Manager immediately. If the Practice Manager is not available at the time, then the patient will be informed when they will be able to talk to the Practice Manager and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the Practice 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 email, it will be passed on immediately to the Practice Manager, Amy Browne.
  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 within three working days.
  6. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  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 made to:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 www.ombudsman.org.uk

The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540 www.dentalcomplaints.org.uk

The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct

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"From the initial consultation through to the final visit, Israr and his staff have been nothing short of excellent. My treatment over a 9 month perio...

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"Israr is an absolute gentleman. His skills have completely helped my smile. He did a bone graft and an implant with no pain! He has bettered my expec...

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"Highly recommended! From the beginning, Israr was very clear and concise on the end result he wanted to achieve with my smile. Starting with a consul...

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"I personally am seeing Mr Israr Razaq, to whom I can confidently award 5 stars for always being prepared to go the extra mile to comfort my fears. Es...

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"I went to the practice today as a new patient, i was very nervous as not been to the dentist for many years. All of the staff reception and in surger...

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"I started my Invisalign journey in February 2019. I have always been conscious of my smile and would always smile without showing my teeth. This was...

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"I have been hugely impressed with Dr Razaq, who has "come to my rescue" several times for both minor and major treatments. He is clearly very passion...

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"Imran was fantastic today, he replaced a very large filling for me that took over an hour, he was so thorough and professional I would highly recomme...

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"Excellent service, I have been coming here for many years. I had the Invisalign brace and composite veneers on my front teeth. The treatment was comp...

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"I recently visited Tulip Dental Practice in an emergency, received excellent treatment by Dr Israr. He was very reassuring and explained the procedur...

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"Although I have always regularly visited the dentist my teeth were in a poor condition and I was very nervous about having treatment due to past expe...

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  • Elegant Smiles, 2 Woolram Wygate, Spalding, PE11 1NX
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