Complaints Procedure

At Dental & Wellness, we take concerns and complaints from our patients seriously, aiming to ensure that every patient is satisfied with their experience at our clinic. When a complaint arises, we handle it promptly and courteously, striving for a swift resolution. The following procedure outlines our commitment to these objectives.

The designated person responsible for addressing any service-related complaints is Dr. Vishal Patel, Principal Dentist. In the event of a patient complaint received via phone or in person, our staff will attentively listen and offer to connect the patient with the Principal Dentist immediately. If Dr. Vishal Patel is unavailable at that moment, the patient will be informed of the earliest available time for discussion, with appropriate arrangements made accordingly. In cases where a timely discussion is not feasible or if the patient prefers not to wait, alternative arrangements will be established for handling the complaint.

Written or email complaints will be promptly forwarded to Dr. Vishal Patel, the Principal Dentist, for immediate attention. Complaints pertaining to clinical care or associated charges will typically be directed to the relevant dentist, unless the patient indicates otherwise.

Within three working days of receiving a complaint, we will acknowledge it in writing and provide the patient with a copy of our code of practice. We commit to investigating the complaint within ten working days,offering a comprehensive explanation of the circumstances leading to the complaint. If a face-to-face meeting is not preferred by the patient, we will make every effort to discuss the matter over the phone. In cases where the investigation cannot be completed within the specified time frame, the patient will be notified, detailing the reasons for the delay and providing an estimated period for the investigation's completion.

Following the investigation, we will promptly communicate the decision about the complaint in writing. Detailed and comprehensive records of each complaint and the corresponding actions taken to enhance our services will be maintained.

If, after following our internal procedure, patients remain dissatisfied, they have the option to escalate the complaint to the following external bodies: