At Oaklands we have an effective complaints system in place to ensure that identifying, receiving, recording, handling and responding to any comments, observations or complaints occurs within a strict timeframe and in such a way that you can be confident that you will be listened to and responded to without fear of discrimination.

Any complainant can be assured that they will be treated in a sensitive manner and that the complaint can be made by a variety of methods either verbally, by sign language or in writing. Where a complainant lacks confidence or requires help, they will be supported by helpful staff members. Their complaint will be fully documented and fairly dealt with and following investigation, lessons learned can lead to changes being made to avoid future complaints.

VERBAL COMPLAINTS PROCEDURE

Verbal complaints can be completed over the telephone by calling 01829 732979 and selecting Option 3 for the office, which is regularly checked by the practice manager, David Coppock, who will deal with your complaint.

The reception staff will take a brief description of any issues you are having or have had and pass this on to David Coppock, the practice manager, to get back in touch with you regarding the matter via telephone or email, and you may be offered to discuss the matter in person if you would prefer. Please leave your preferred method of contact and contact details with the staff member you have complained to.

If David Coppock is not available at the time, then you will be told when he will be available and arrangements will be made for this to happen. If this cannot be arranged within a reasonable period of time, or if you do not wish to wait to discuss the matter, arrangements will be made for another member of staff to address these concerns.

WRITTEN COMPLAINTS PROCEDURE

Complaints can also be made in writing, either through letters addressed:

• David Coppock
  Oaklands Dental Care
  5 Nantwich Road
  Tarporley
  Cheshire
  CW6 9UN

Or by emailing info@oakdental.co.uk, or completing the form at the top of this page. Email complaints will be immediately forwarded to David Coppock.

Complaints about clinical care or associated charges will be referred to the clinician concerned, unless it has been specified you do not wish for this to happen. A written acknowledgement with a copy of our complaints policy will be sent within three working days.

We will seek to investigate the complaint and give an explanation of the circumstances which led to the complaint within ten working days of receipt. The complainant will be invited to discuss this in-person or via telephone, and the outcome of any resulting investigation will be provided in writing as soon as possible following the conclusion of the investigation.

Where there is a delay in this timeline the complainant will be notified, giving reason for the delay and a likely period within which the subsequent investigation should be completed.

ALTERNATIVE METHODS OF COMPLAINT

If you have submitted a complaint and are not satisfied with the result of our procedure, or do not wish to contact the practice directly, then a complaint may be made to:

• The independent regulator of all health and social care services:
  Care Quality Commission
  Citygate
  Gallowgate
  Newcastle upon Tyne
  NE1 4PA