Seddon Dental Implants welcome complaints as well as compliments, because it is through receiving feedback that we can continually improve our service to patients.
The persons responsible for dealing with any complaint about the service which we provide are Ms Kerry Bafico, Clinical Manager and Dr Ian Seddon, principal dentist.
If a patient complains on the telephone to Seddon Dental staff, we will listen to their complaint and offer to refer him or her to the Clinical Manager immediately. If the Clinical Manager or the Principal Dentist are not available at the time, then the patient will be told when they will be able to talk to the Clinical Manager 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 a patient complains about Seddon Dental to their own dental practice, the complaint will be forwarded to the Clinical Manager and handled as above.
If the patient complains in writing or by e-mail it will be passed on immediately to the Clinical Manager.
We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far a reasonably practicable, as to the progress of the investigation.
Investigations will normally be completed within six months; however we will endeavour to respond within 20 working days.
When we have completed our investigation, we will provide the patient with a full written report. The report will include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.
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.
If patients are not satisfied with the result of our procedure then a complaint may be referred to:
The Dental Complaints Service
Tel : 020 8253 0800
Alternatively, in Wales, complaints can be referred to:
Healthcare Inspectorate Wales
Rhydycar Business Park
or in England
The Care Quality Commission