At Belle Vue Dental Practice, we are committed to providing high-quality dental care and a positive experience for all our patients.

If you are unhappy with any aspect of our service, we encourage you to let us know so that we can listen to your concerns, investigate them appropriately and work with you towards a fair resolution.

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1. How to raise a concern or complaint

Our Complaints Lead is Dr Abdulnasir Salim-Said, Principal Dentist and Owner, who is responsible for overseeing complaints and ensuring they are handled appropriately.

Most concerns can be resolved quickly by speaking to a member of our team at the practice. We always aim to listen and resolve issues as early as possible.

If you would prefer to make a formal complaint, you can do so:

• Verbally, in person or by telephone

• In writing, by email or letter

Email: info@bellevuedentalpractice.co.uk

When making a complaint, it is helpful to include:

• Your name and contact details

• A description of your concern

• Relevant dates or appointments, where applicable

• What you would like us to do to help resolve the matter

If you need assistance making a complaint or require information in a different format, please let us know and we will make reasonable efforts to support you.

You may also make a complaint on behalf of another person. Where appropriate, we may need to obtain their consent before discussing information relating to their care.

 

2. What happens next

We will acknowledge your complaint promptly and aim to do so within 3 working days of receiving it.

We will:

• Listen carefully to the concerns you have raised

• Investigate the matter thoroughly and fairly

• Involve relevant members of the dental team where appropriate

• Keep you informed of progress

• Consider the outcome you are seeking

• Provide a clear response to the issues raised

We aim to provide a full written response within 10 working days wherever possible.

If we need longer to investigate your complaint properly, we will explain the reason for the delay, let you know when you can expect a response and keep you updated on our progress.

Our response will explain our findings and, where appropriate, any action or practical solution we are able to offer.

 

3. Our commitment to openness

We are committed to being open and honest with our patients, including when something goes wrong with their care.

Where appropriate, we will:

• Provide an explanation of what happened

• Offer an apology where we have fallen short

• Explain any action we have taken or intend to take

• Consider what can be learned to help prevent a similar issue occurring again

You will be treated with respect and courtesy throughout the complaints process.

Raising a concern or complaint will not adversely affect the care or treatment you receive from Belle Vue Dental Practice.

 

4. If you are not satisfied with our response

We hope to resolve complaints directly with you wherever possible. However, if your complaint relates to private dental treatment and you remain dissatisfied after we have completed our complaints process, you may contact the Dental Complaints Service (DCS) for independent assistance.

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Dental Complaints Service (DCS)
Website: www.dentalcomplaints.org.uk
Telephone: 020 8253 0800

The Dental Complaints Service provides a free and impartial service to help resolve complaints about private dental care.

 

5. General Dental Council (GDC)

If you have concerns about a dental professional's fitness to practise, conduct or whether they may pose a risk to patient safety, you may contact the General Dental Council (GDC).

General Dental Council (GDC)
Website: www.gdc-uk.org
Telephone: 020 7167 6000

The GDC regulates dental professionals in the UK. It does not provide a general complaints-resolution service or resolve disputes about treatment in the same way as the Dental Complaints Service, but it can investigate serious concerns relating to a dental professional's fitness to practise.

 

6. Confidentiality

All complaints are handled sensitively and confidentially. Information will only be shared with those who need it in order to investigate and respond to the complaint or where disclosure is otherwise required or permitted by law.

We maintain appropriate records of complaints and our responses. Complaint records are managed separately from clinical records and in accordance with applicable data protection and professional requirements.

 

7. Learning and improvement

We value all feedback and see complaints as an important opportunity to learn and improve.

We review complaints to help us:

• Identify areas where our services could be improved

• Improve the experience of our patients

• Share appropriate learning with our team

• Maintain high standards of care

• Reduce the risk of similar concerns arising in the future

We want our patients to feel comfortable raising concerns with us and will always aim to respond openly, fairly and constructively.

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