How to complain
We take patient complaints very seriously and try to ensure that if a patient complains they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. We will never discriminate against a patient who has made a complaint. If you are not satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly.
If you raise your complaint on the telephone or at the reception desk, and Dr En-Qi Chi is
not immediately available to speak with you, the member of staff will take brief details of
your complaint and make arrangements for a telephone conversation with you at a convenient time. We will keep comprehensive and confidential records of your complaint which will be stored securely.
If you complain in writing, the letter or email will be passed immediately to Dr En-Qi Chi,
who will acknowledge your complaint in writing, and enclose the code of practice as soon as possible, normally within 3 working days. We will investigate the circumstances and contact you to discuss the matter as soon as is practical. If we are unable to investigate the complaint within 10 working days, we will keep you informed, giving reasons for the delay, the progress of the investigation and a likely period within which the investigation will be completed.
When the investigation has been completed, you will be informed of the outcome in writing and invited to a meeting, if appropriate to discuss the results and any practical solutions that can be offered. The solution could include replacing treatment, refunding fees paid, referral for treatment elsewhere or other solutions that resolve your complaint.
We regularly analyse patient complaints to learn from them and to improve our services. That is why we always welcome feedback, comments, suggestions and complaints. If you are not satisfied with the results of our procedure then you can take your complaint further with the contact below.
The GDC Dental Complaints Service
The Lansdowne Building
2 Lansdowne Rd, Croydon, CR9 2ER
Tel 020 8253 0800