In Serene Dental Practice we place great emphasis on meeting and whenever possible, exceeding our
patients’ expectations. We try to ensure that all patients are pleased with their experience of our
service and we take any concerns a patient may have very seriously.

If you have a concern regarding any aspect of your care, please let us know. We will do all that we can
to resolve your concern to your satisfaction promptly and professionally.
Our aim is to respond to your concerns in a caring and sensitive way.

The person responsible for dealing with any concerns about the service we provide in this practice is
Angela Mayhew.

If you raise an issue you are concerned or unhappy about on the telephone or at the reception desk,
after listening to a description of the problem the person with whom you raise your concern will try to
resolve the issue to your satisfaction immediately.

If the person with whom you raise your concern is unable to resolve the issue for any reason, we will
contact Angela Mayhew immediately. Should Angela Mayhew be unavailable at the time, we will advise
you when they will be available, and arrangements will be made for you to meet or speak with them.

If for any reason Angela Mayhew is going to be unable to meet you or speak with you at a time that is
convenient to you, we will arrange for Meghan Moore to take responsibility for dealing with your
concern or complaint.

The team member with whom you first raised your concern will take brief details from you and pass
these to Angela Mayhew so that they can familiarise themselves with your concern prior to meeting
you or speaking with you.

If you choose to write to us to express your concern rather than raising it verbally, your letter or email
will be passed on to the relevant person immediately.

We will acknowledge any concerns you raise in writing within three days and we will also include a copy
of this Code of Practice with our response. We will investigate your concern and report back within ten
working days of it being received. If we are unable to complete our investigations within ten working
days for any reason, we will notify you, giving reasons for the delay and the likely period within which
the investigation will be completed.

We will confirm the outcome of the investigation and any decisions made in writing.

We will keep proper and comprehensive records of any concerns or complaints received.

We will do all we can to resolve your issue, concern or complaint to your satisfaction. If, for any reason,
you are not satisfied with the outcome or the procedure, we will advise you of other avenues open to
you for raising concerns.

These are:

Local Integrated Care Board (ICB), for complaints about NHS treatment only.
NHS Shropshire, Telford and Wrekin Email: stw.generalenquiries@nhs.net
https://www.nhs.uk/nhs-services/find-your-local-integrated-care-board/

Parliamentary and Health Service Ombudsman (PHSO) for NHS patients in England, for complaints
about NHS treatment only.
0345 015 4033
Or use their online form: https://ombudsman.achieveservice.com/module/home

The Dental Complaints Service, for complaints about private treatment only.
Address: 37 Wimpole Street, London W1G 8DQ
Phone: 0208 253 0800
Email: info@dentalcomplaints.org.uk

The General Dental Council (GDC) (the clinicians’ professional regulator).
Address: 37 Wimpole Street, London, W1M 8DQ
Phone: 0207 167 6000
Email: standards@gdc-uk.org

The Care Quality Commission (the regulator for all of health and social care).
Address: Citygate, Gallowgate, Newcastle upon Tyne NE14PA
Phone: 03000 616161
Email: enquires@cqc.org.uk