Complaints procedure

If you have a complaint or concern about the service you have received from the dentist or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of an NHS system for dealing with complaints. Our complaints system adheres to national criteria.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible - ideally, within a matter of days or at most a few weeks- because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

  • within 12 months of the incident that caused the problem; or
  • within 12 months of the date of discovering that you have a problem.
  • Complaints should be addressed to Dr. Chudasama. Alternatively, you may ask for an appointment with Dr. Chudasama in order to discuss your concerns. He will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

What we shall do

  • We shall acknowledge your complaint at which time you will be invited to discuss the handling of the complaint and to agree a response time. In investigating your complaint, we shall aim to:
    • find out what happened and what went wrong;
    • make it possible for you to discuss the problem with those concerned, if you would like this;
    • make sure you receive an apology, where this is appropriate;
    • identify what we can do to make sure the problem doesn’t happen again.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of physical or mental illness) of providing this.

Complaining to the health authority

We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. But this does not affect your right to approach the NHS Local Area Team – (Birmingham and Black Country), if you feel you cannot raise your complaint with us or you are dissatisfied with the results of our investigation.
You may also like to contact the local Independent Complaints Advocacy Service (ACAS), Citizens Advice or visit www.dh.gov.uk
You also have the right to complain to the Health Services Ombudsman.
For private dental services you should speak to Dr Chudasama or the Dental Complaints Service on 08456 120540 or visit www.dentalcomplaints.org.uk
Whatever the outcome of the complaints procedure, the resultant paperwork will be kept separate from the patient record notes, and kept for a minimum of 2 years.  Your confidentiality will be respected and safeguarded whilst trying to resolve, and after, any complaint.