Complaints Policy

Practice Complaints Procedure

At Dentistry.ie we take complaints very seriously and we aim to ensure that all our patients are pleased with their experience and the service we provide.  When a patient complains they will be dealt with in a courteous manner and promptly to ensure the matter is resolves as quickly as possible.  This policy is based on these objectives.In responding to a complaint, we aim to treat you the way we would like to be treated if we were in your position. We aim to respond to your complaint effectively and ensure that we take the opportunity to learn and improve our service.

The person responsible for dealing with any complaint about the service which we provide is Practice Manager.

If a patient makes a verbal complaint, we will listen to and offer to refer them to Practice Manager without delay. If Practice Manager is not available at the time, then the patient will be advised when they will be able to talk to someone and arrangements will be made for this to happen. The member of our team will take brief details of the complaint and pass them on.

If a patient complains in writing, the letter or email will be passed to Practice Manager without delay. If a complaint is about any aspect of clinical care, it will normally be referred to the dentist.

We will acknowledge the patient’s complaint in writing and enclose a copy of this complaints policy as soon as possible, normally within five working days. We will seek to investigate the complaint and respond within a reasonable time period. We will notify the patient, giving them an idea of the timescales.

We will provide our response to the complaint in writing as soon as possible after completing our investigation. Proper and comprehensive records are kept of any complaint received.

If patients remain unsatisfied with the outcome of our investigations, they are encouraged to contact the Dental Complaints Resolution Service whose facilitator will attempt to resolve any outstanding issues.

Dental Complaints Resolution Service
9 Turlough Road
Castlebar
County Mayo
Tel: 094 902 5105
Website: www.dentalcomplaints.ie
Email: michael@dentalcomplaints.ie