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Address

Alexandra Fivey and Associates
Benhill Dental Practice

62 Benhill Avenue
Sutton
SM1 4DW
Tel: 020 3827 4522

Opening Hours

Monday 8:00 am - 7:00 pm
Tuesday 8:30 am - 5:15 pm
Wednesday 8:00 am - 7:00 pm
Thursday 8:30 am - 5:15 pm
Friday 8:00 am - 5:15 pm
Saturday 9:00 am - 5:00 pm
NHS Patients (Mon-Fri) 8:30 am - 5:15 pm

Complaints Handling Policy

At Benhill Dental Practice we take complaints very seriously because we want all our patients to be delighted with our service. If a patient makes a complaint, it is important to us that this is dealt with courteously and promptly so that the matter is resolved as quickly as possible. Our aim is to react to complaints in the way in which we would want our own complaint about a service to be handled, to learn from any mistakes we make and to respond to patients' concerns in a caring and sensitive way. This policy sets out the procedures we will follow to ensure that we achieve these objectives.

Encouraging Feedback

We encourage our patients to give feedback and, where they are unhappy, to make a complaint if we haven't met their expectations. We want to stress that this is important to us because it helps us to improve the service we provide.

Patients will not be discriminated against for making a complaint and it will not have a negative effect on their treatment.

Where it is requested, advice and advocacy support will be provided to those who require it. Even if it is not requested, we may offer to arrange such assistance where it appears to us that this may be appropriate in the circumstances.

Verbal Complaints

If a patient makes a verbal complaint, the member of staff they are speaking to will listen to the patient and, if they are able, immediately attempt to remedy the problem. If this is not possible, or if the patient is asking for something that the staff member is not authorised to provide (for example, a refund of treatment fees), the staff member should contact Ms Alexandra Fivey immediately so that she can deal with the matter. If Ms Fivey is not available, the patient will be told when she will be and/or that arrangements will be made for her to contact them (and when this will happen). The member of staff will take brief details of the complaint and pass them on to Ms Fivey. If the patient is unhappy with this, or is not able or prepared to wait, then arrangements will be made for the dentist or other appropriate person to deal with the matter in Ms Fivey's absence.

Overall Responsibility

The person with overall responsibility for dealing with complaints is Ms Fivey. However, any patient wishing to make a complaint should not hesitate to raise the matter with any member of the practice team, as they prefer.

Written Complaints

Written complaints, whether in a letter or an email, will be passed immediately to Ms Fivey for her to deal with. Complaints relating to clinical care or associated charges will usually be referred to the dentist unless the patient does not want this to happen.

We will acknowledge the complaint in writing within 3 practice working days. We will provide a full response (with redress or details of action to be taken, where appropriate) within 10 practice working days. If this is not possible for any reason, we will notify the patient, giving reasons for the delay and the likely period within which the investigation will be completed. The full response may initially be given at a meeting or by telephone if the patient prefers and confirmed in writing.

Data Protection

In the event that a patient makes a complaint or commences/threatens to commence legal process(es) against the practice, we may need to provide information about the patient and the treatment they have received to our dental defence organisation, insurers and legal advisers in accordance with our Data Protection Policy. We will keep proper and comprehensive records of any complaints we receive, responses we give and any action taken.

Where a Patient is not Satisfied with the Outcome

If you are unsatisfied with the outcome, please contact our practice and we will give you a full copy of our complaint's procedure including third party contacts.

Please email us at reception@benhill-dental-practice.co.uk or use the online form below. Fields with (*) are required.

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