Beacon Lodge Surgery

Code of Practice

We operate a private practice complaints procedure in line with the General Dental Council 2013 Standards For The Dental team. Health And Social Act 2012  and CQC 2018 Key Lines Of Enquiry.

Our practice manageress Mrs Cindy Fiske will give you further information.
Our practice complaints form along with our code of practice that gives details of the procedure and is available from reception.

Our aim is to give you the highest possible quality of service and we will endeavour to deal swiftly with any problems that may occur. Your feedback is important to us to help us improve and provide a better service for our patients.

Help us to help you.

  1. If you are dissatisfied in any way with our service you can contact us by phone, email of by speaking to any of our dental team. We will listen to your concern and offer to refer you to Mrs Cindy Fiske immediately.
  2. If Mrs C Fiske is not available at the time, then you will be offered a time to talk to your registered dentist  and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if you do not wish to wait to discuss the matter, alternative arrangements will be made.
  3. If you complain to us in writing the letter will be passed on immediately to: Mrs Cindy Fiske.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be   referred to the dentist, unless you don't want this to happen.
  5. We will acknowledge your complaint in writing and enclose a copy of this code of practice as soon as possible, normally within two working days. We will seek to investigate your complaint within seven working days of the complaint being received to give an explanation of the circumstances, which led to the complaint. If you do not wish to meet us, then we will attempt to talk to you on the telephone. If we are unable to investigate the complaint within seven working days we will notify you, 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 to you immediately after completing our investigation.
  7. Proper and comprehensive reports are kept of any complaint received.
  8. If you are not satisfied with the result of our procedure then a complaint may be made to:

Dental Complaints Service
Tell:020 8253 0800 Monday-Friday 9am-5pm

You also have the right to approach the Ombudsman:
The Parliamentary And Health Services Ombudsman
Millbank Tower
30 Millbank
London SW1P 4QP
Tel: 0345 015 4033
Monday-Friday 8.30am-5.30pm
Text to call back on 07624 813 005