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Complaints Procedure for Patients

If you have a complaint or are concerned about the service you have received from the dentists or any member of staff, please let us know. We hope that most problems can be sorted out easily and quickly, usually best done as they arise and directly with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible - ideally within a matter of days or at most a few weeks. This makes it easier to establish what happened at the time.

If this is not possible, please let us have the details of your complaint either:

> Within six months of the incident that caused the problem, or

> Within six months of discovering that you have a problem, provided this is within 12 months of the incident

Complaints should be address to Michael Habisreutinger or any of the dentists, giving specific details.

We shall acknowledge your complaint within three working days and aim to have looked into any problems within 10 working days form the date when you raised it with us. We shall then be in a position to offer you an explanation, or arrange a meeting with those involved.

In investigating your complaint, we shall aim to:

> Find out what happened and how the problem arose

> Make it possible for you to discuss the problem with those concerned if you choose

> Make sure you receive an explanation and an apology, where this is appropriate

> Identify what can be done to ensure the problem does not arise again.

Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have permission to do so. A note signed by the person concerned will be required, unless (because of a physical or mental illness) they are incapable of providing this.

We hope that if you have a problem, you will make use of our practice complaints procedure. We believe this will provide the best opportunity to correct any mistakes amicably and gives us an opportunity to improve our practice.

This does not affect your right to approach the local health authority. If you feel you cannot raise your complaint directly with us or are dissatisfied with the result of our investigation, please contact your local health authority for any further advice.

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