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    Copyright Sparklysmile Ltd

    Sparkly Smile Ltd 05889643

    Registered Address Plaza Building 102 Lee High Road SE13 5PT
    Philip Eisenberg GDC 63467

    BDA Good Practice Member 10 years running

    CQC Registration Number 1-376115529

    Complaints Procedure

    At Sparklysmile Dental Practice we take complaints very seriously indeed and aim to ensure that all 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. Our procedure is based on these objectives. Our aim is to react to complaints in the way in which we would want a complaint of our own about a service to be handled. We learn from every mistake that we make and we respond to patients’ concerns in a caring and sensitive way.

    The person responsible for dealing with any complaint about the service we provide is Jane Murphy, our practice manager.
    If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint and offer to refer him or her to Jane Murphy immediately. If Jane Murphy is not available at the time, then the patient will be told when he or she will be able to talk to her or the dentist and arrangements will be made for this to happen. 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.

    If the patient complains in writing the letter will be passed on immediately to Jane Murphy.

    If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.

    If appropriate, we will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days. We will seek to investigate the complaint within ten working days of the complaint being received 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 him or her 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 and, if necessary, a progress report will be sent to the patient every ten days.

    We will confirm the decision about the complaint to the patient immediately after completing our investigation.

    Proper and comprehensive reports are kept.

    Wherever possible we aim to resolve complaints within the practice. If patients are not satisfied with the result of our procedure then a complaint may be made to:

    Dental Complaints Service
    The Lansdowne Building,
    No 2 Lansdowne Road,
    Croydon CR9 2ER
    08456 120540

    Care Quality Commission
    Finsbury Tower,
    103-105 Bunhill Row,
    London EC1Y 8TG
    08456 120540
    03000 676161

    The Parliamentary & Health Service Ombudsman
    Millbank Tower,
    London, SW1P 4QP
    0345 015 4033

    Confidentiality at Sparklysmile

    At Sparkly Smile Dental Practice, the need for the strict confidentiality of personal information about patients is taken very seriously. All members of our practice team must comply with these safeguards as part of their contract of employment/contract with the practice.

    The relationship between dentist and patient is based on the understanding that any information revealed by the patient to the dentist will not be divulged without the patient’s consent. Patients have the right to privacy and the personal nature of health information means that many patients would be reluctant to provide the dentist with information if they were not sure that it would not be passed on.

    For full details of our confidential policy please contact the practice or see our Privacy Policy