Our dental clinic is open and you can read our COVID-safe procedures here.
We have unfortunately had to temporarily stop our beauty treatments in line with Government regulations. All existing appointments will be rescheduled.
Clifton Moore Dental Centre has an effective complaint system in place to ensure that identifying, receiving, recording, handling and responding to any comments, observations or complaints occurs within a strict timetable, and is clearly documented. The complaint system is clearly displayed and all patients and visitors should feel confident that they will be listened to and responded to without fear of discrimination. Any complainant can be assured that they will be treated in a manner respecting their human rights and diversity; in a sensitive manner, and that the complaint can be made by a variety of methods either verbally, by sign language or in writing. Where they lack confidence or require help, they will be supported by helpful staff members. Their complaint will be fully documented and fairly dealt with and following investigation, lessons learned can lead to changes being made to avoid future complaints.
These clear complaint procedures are monitored and reviewed and the named contact who is accountable for doing this is Samantha Brown.
If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him/her to Samantha Brown immediately. If this named person is not available at thet ime, then the patient will be told when they will be able to talk to the dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. 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 you are dissatisfied with our response and your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter. Further information and contact details can be found on www.financial-ombudsman.org.uk.
If the patient complains inwriting the letter will be passed on immediately to Samantha Brown.
Complaints about clinical care or associated charges will be referred to the clinician concerned, unless the patient does not want this to happen.
A written acknowledgment of a complaint with accompanying copy of our complaint policy will be sent as soon as possible, normally within three working days.
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.
We will confirm the outcome about the complaint in writing immediately after completing our investigation.
We will complete proper and comprehensive records of any complaint received in a complaint tracker along with the outcome and any measures taken to prevent recurrence.
If the individual making the complaint is not satisfied with the result of our investigation, we will advisethem to refer the complaint to:
For complaints about private treatment:
The Dental Complaints Service Stephenson House
2 Cherry Orchard Road
Croydon
CR0 6BA
For complaints about NHS treatment:
Parliamentary & Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
The Care Quality Commissionat:
Citygate
Gallowgate
Newcastle upon Tyne
NE14PA
V12 and Financial ombudsman details:
V12 Retail Finance
25 Neptune Ct
Vanguard Way
Cardiff
CF24 5PJ
Tower Court Health Centre
Oakdale Rd
York
YO30 4RZ
