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Oak Lodge Dental Practice Complaints Procedure

We try to ensure that all of our patients are pleased with their experience here at Oak Lodge Dental Practice and we take any concerns that a patient may have very seriously.

If you have a concern regarding any aspect of your care, please let us know immediately and we will endeavour to resolve it to your satisfaction.

Any verbal complaints should be conducted to a member of staff at the time, or to the Practice Manager, Mrs Jane Hall.

Any written complaints should be addressed to:

Dr David Mahani
Oak Lodge Dental Practice
Hailsham Road
Heathfield
East Sussex
TN21 8AE

All complaints will be acknowledged within ten working days and responded to in due course.

The Practice endeavours to resolve matters locally and to the satisfaction of all involved. In the NHS, this process is known as ‘local resolution’. However, if you remain dissatisfied with our response and our efforts at local resolution, you can move to the second stage of the complaints process and ask the Parliamentary Health Service Ombudsman (PHSO), to review your complaint. We are advised that this should be done within six months of the date of this letter or of the end of the local resolution process, whichever is later. Once you have contacted the PHSO, you will be asked to explain what issues you believe have not been addressed by the practice and why you are dissatisfied with the local response.

You can contact the PHSO on 0345 015 4033 or write to them at:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Or by email at: [email protected]

The Dental Complaints Service
The Lansdowne Building
2 Lansdowne Road
Croydon
Greater London
CR9 2ER
Telephone: 08456 120 540

Care Quality Commission
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
Website: www.cqc.org.uk
Email: [email protected]
Tel: 03000 616161

The Regulatory body for complaints about professional misconduct:
The General Dental Council
37 Wimpole Street
London,
W1M 8DQ
Tel: 0845 222 4141

Patient Ombudsman details:
NHS England
P O Box 16738, Redditch, B97 9PT
Tel: 0300 311 2233
Email: [email protected]

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