We aim to provide a high standard of care and service to all our patients, and this includes responding to patient complaints. We manage patient complaints promptly and courteously, aiming to resolve the matter as quickly as possible.
If you wish to make a complaint by telephone, please contact the practice on 0115 9823913 during working hours. If you speak to a member of staff at the reception desk by telephone or in person, we will listen carefully to your concerns and try to resolve the matter immediately. If this is not possible, your concerns will be passed onto the Practice Manager, Hayley Brown, who will contact you to discuss your complaint within 3 working days. If the Practice Manager is unavailable in this timeframe, you will be contacted by another senior member of staff. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.
If you wish to make a complaint in writing, please address this to: The Practice Manager, The Campbell Clinic, Edwalton Business Park, Landmere Lane, Edwalton. NG12 4JL.
An initial written response to your concerns will be sent within three days of its receipt, along with a copy of our Handling Patient Complaints policy. Your complaint will be investigated within ten working days of receipt, in order for us to understand the circumstances which led to your complaint. We will then contact you to arrange a meeting to discuss our findings, either in person or by telephone. If we cannot investigate your complaint within ten working days, we will contact you to explain why and update you frequently with our progress.
Once our investigation is complete and we have discussed this with you, we will confirm our findings in writing to you.
Comprehensive and accurate records will be kept throughout and will be available to you on request.
If you are not happy with the outcome of our investigation, then a complaint may be made to the appropriate authorities: The Dental Complaints Service by phone (020 8253 0800) or online at https://dcs.gdc-uk.org