In this practice we take patient complaints very seriously and try to ensure that all patients are happy with the service that we provide. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. We learn from every mistake that we make and we respond to patients’ concerns in a caring way.
The person responsible for dealing with any complaint about the service which we provide is Dr Vipul Pawar.
If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint. The member of staff will take details and pass them on to Dr Pawar.
If the patient complains in writing, the letter will be passed on immediately to Dr Pawar.
If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist providing treatment, unless the patient does not want this to happen.
We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within two working days. We will investigate the complaint within ten working days of the complaint being received. 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.
We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.
Proper and comprehensive records are kept of any complaint received.
If patients are not satisfied with the result of our procedure then a complaint may be made to The Complaints Officer, Lothian Primary Care, WaverleyGate, 2-4 Waterloo Place, Edinburgh EH1 3EG or email complaints.team@nhslothian.scot.nhs.uk
For general advice
Marchmont Dental Care endeavours to be as flexible as possible in its appointment system but please note, a fee will be charged if an appointment is broken or cancelled without 24 hours notice. You can further assist us by arriving on time for your appointment.
