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Existing Patients Please Call: 01332 764997 New Patients Please Call 01332 899 318

Cavendish Dental Practice The Home of Calm & Caring Dentistry

Existing Patients Please Call: 01332 764997 New Patients Please Call 01332 899 318

Complaints Policy

Complaints Procedure

Cavendish Dental Practice

Making a complaint

Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.

Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily.

In any event, this should be:

  • Within 12 months of the incident,
  • or within 12 months of you discovering that you have a problem.

State your case clearly giving as much detail as you can. If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.

We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for this.

You can provide this in your own format providing this covers all the necessary aspects. Send your written complaint to:

The Practice Manager Cavendish Dental Practice 13 Derby Lane Cavendish Derby DE23 8UB

What we Do Next

We look to settle complaints as soon as possible. We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days.

You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.

When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.

When the investigations are complete your complaint will be determined and a final response sent to you. Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply.

We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.

The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.

Complaining on Behalf of Someone Else

We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.

Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed. Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint.

Please provide the precise details of the circumstances which prevent this in your covering letter. Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.

We may still need to correspond directly with the patient, or may be able to deal directly with the third party, and this depends on the wording of the authority provided.

If you are Dissatisfied with the Outcome

You have the right to approach the Ombudsman.

The contact details are:

The Parliamentary and Health Service Ombudsman Millbank Tower Millbank London SW1P 4QP

Tel: 0345 0154033

Website: www.ombudsman.org.uk

You may also approach NHS Derby City for help or advice; 01332 888080

The practice Complaints Manager is: Rebecca Paterson, Practice Manager

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Meeting up with a Smile Advisor, at our practice or if you are nervous we can arrange to meet at our local coffee shop.

You can relax with a hot drink while you chat about how, and in what ways Cavendish Dental can help to improve your smile.

Included in your smile analysis:

  1. Address your concerns and desires
  2. Discuss treatment options suitable for you
  3. See before & after photos and patient testimonials
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  5. Opportunity to book your clinical assessment

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Free Smile Analysis

Free Smile Analysis

Your Free “Calm & Caring” Smile Analysis

Meeting up with a Smile Advisor, at our practice or if you are nervous we can arrange to meet at our local coffee shop.

You can relax with a hot drink while you chat about how, and in what ways Cavendish Dental can help to improve your smile.

Included in your smile analysis:

  1. Address your concerns and desires
  2. Discuss treatment options suitable for you
  3. See before & after photos and patient testimonials
  4. Offer of Interest – free finance options
  5. Opportunity to book your clinical assessment

“Changed My Life” Says Danny

4.8 Average Rating On Facebook

Read terms and conditions here

We hate spam and will never rent or sell your details to anybody

Contact Cavendish Dental

The home of calm & Caring dentistry in Derby

Telephone:

Existing Patients Please Call: 01332 764997

New Patients Please Call 01332 899 318

Email: 

enquiries@cavendishdentalderby.co.uk

Dentistry for busy people

MONDAY: 9.00am – 7.00pm
TUESDAY: 9.00am – 5.30pm
WEDNESDAY: 9.00am – 4.00pm
THURSDAY: 9.00am – 5.30pm
FRIDAY: 9.00am – 5.00pm

Closed during lunch between 1.00pm– 2.00pm

How To Find Us

Cavendish Dental Practice

13-15 Derby Lane,
Cavendish,
Derby,
DE23 8UB

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