Complaints procedure
If something has gone wrong, we would far rather hear it from you than not. Most complaints are resolved the same week, usually by a conversation.
Tell us
Speak to Gemma Watson, our practice manager, in person or on 028 9649 6320. If you would rather put it in writing, write to her at the practice address or email reception@larchfielddental.co.uk.
You do not need to use any particular form of words, and you do not need to say it is a complaint for it to be treated as one.
What we do
- We acknowledge it within three working days.
- We look into it. That usually means reading the notes and speaking to whoever treated you.
- We reply in full within ten working days. If it is going to take longer — because somebody is on leave, or we need an outside opinion — we tell you that within the ten days, along with when to expect an answer.
- We tell you what we found, what we are doing about it, and what happens next if you are not satisfied.
Complaining does not affect your treatment and it does not affect your registration.
If you are not satisfied with our answer
The route depends on whether your treatment was NHS or private:
NHS treatment
Complaints about NHS dental treatment in Northern Ireland can be taken to the relevant Health and Social Care body, and after that to the Northern Ireland Public Services Ombudsman.
Private treatment
Complaints about private dental treatment can be taken to the Dental Complaints Service.
Professional conduct
Concerns about a dentist's fitness to practise are a matter for the General Dental Council, which regulates every registered dentist and dental care professional in the UK.
The practice is registered with RQIA, which regulates independent dental practices in Northern Ireland.
Records
We keep a record of complaints and what came of them, separately from your clinical notes, and we look at them together once a year to see whether anything needs to change.