Complaints and Feedback Policy
We take your concerns Queries and Complaints very seriously at Lady Bay Dental Care and work hard to make sure all our patients receive an experience and service they are pleased with.
Our role is to support you in voicing your concerns. This is the best way for us to help you promptly and also improve our service, so please find comfort in speaking to us.
We are sorry to hear you have a complaint, concern or query; we will do our utmost to resolve this to your satisfaction promptly
How to Air your Concerns:
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Please speak to our dentist or hygienist that treated you to discuss your concern. If you would rather not see them again you have the option of meeting with an alternative dentist in the team. Whoever you decide to meet will carefully listen and try to understand your concerns and try to resolve them to your satisfaction.
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Should you feel that you are still unsatisfied you can be called by manager(s) Sachin Soni or Sanjeet Soni (Either in person or via telephone on 0115 982 1000). If the manager is unavailable, reception will take a message and they will return your call as soon as available. Both managers have a great deal of experience and can usually help you immediately, they may need time to look into the matter for you in which case they would let you know and come back to you when they have done so.
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If you would rather not discuss your concerns in person, please feel free to write to us. We will acknowledge your letter promptly (usually in 3 days, Postal services permitting) and then after looking into the matter we will target to give you a full response in 2 weeks thereafter (usually a response from the Dentist/Hygienist who your concerns relate to). Should this not be possible we would let you know how much longer we need, why and keep in touch with you. After you have received the full response, we will still keep in touch to check we have dealt with things to your satisfaction.
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We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint.
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We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response then you have the option to discuss your concerns with the following external helplines:
The General Dental Council: 020 788 73800
37 Wimpole Street,
London, England
W1M 8DQ