Complaints Policy

Eynsham Dental take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience.

Eynsham Dental Care

Code of practice for patient complaints 

If patients complain, we wish to ensure they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. Further, we value the opportunity to make amends and learn from mistakes. This procedure is based on these objectives. Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled.

  1. The person responsible for dealing with any complaint about the service which we provide is Jane Shephard.
  2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to Anna immediately or to their dentist, if appropriate. If neither is available at the time, then arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on.
  3. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.
  4. If you feel your verbal complaint has not been dealt with adequately, if you feel the matter if more serious or if you simply feel more comfortable, you may send a written complaint. Written complaints should be addressed to Robert Hughes (Practice Owner) at the address below. We truly appreciate patients making the effort to provide us with feedback and want the opportunity to address any issues and rectify any shortcomings in the practice.
  5. We will acknowledge patients’ written complaints in writing and enclose a copy of this code of practice as soon as possible, normally within seven working days. We will seek to investigate the complaint within ten working days of receipt to gain an explanation of the circumstances which led to the complaint. Patients may choose to meet with us, talk on the telephone or communicate via email.. 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.
  6. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  7. Proper and comprehensive records are kept of any complaint received. 
  8. If patients are not satisfied with the result of our procedure then a complaint may be made to:
    • The Dental Complaints Service (08456 120 540) for complaints about private treatment
    • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the dentists' registration body)