01403 249456
  holbrook.dental.practice@gmail.com
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In this practice, we like to take complaints very seriously and would like to ensure that all patients are pleased with their dental experience here. When patients complain they are dealt with courtesy and efficiency so that any issues are resolved promptly.

Our aim is to resolve complaints in a manner, which we would to be treated ourselves. All constructive feedback is gratefully received and measures put into place to help avoid any re-occurrences. Our complaints are handled in a diligent and sensitive manner.

Our Practice Manager, is responsible for dealing with any complaints that we receive at this practice.
If our patient wishes to raise a concern at the reception desk or on the telephone, then we will actively listen and offer to refer them to Practice Manager immediately. Any patients are also able to raise their concerns with NHS England using the following contact details:
PALS, NHS West Sussex
The Causeway
Goring By Sea
Worthing
BN12 6BT
(01903) 708557 or 708057

If Our Practice Manager is not available immediately, then our patient will be informed when she will be available and arrangements for them to meet will be made. The member of staff dealing with the concern will make a record of the details and ensure that Practice Manager is made aware.

When our patients raise any concerns in writing then the information will be passed to Practice Manager. Any concern regarding any aspect of clinical care or associated charges it will usually be referred to a dentist. All concerns will be acknowledged in writing, with a copy of this code of conduct enclosed, within 2 working days of receipt. The concern will be investigated and then we will contact the patient to complete a mutual resolution. Any concerns that cannot be resolved will be referred then to NHS England, in accordance with the NHS guidelines.
We will confirm, in writing, the outcome of the raised concern immediately after the investigation has been completed. Legitimate and comprehensive reports are kept of any concerns and investigations undertaken at this dental practice.

In the unlikely event that any patients are not satisfied with any aspect of their concern being raised, it is our duty to supply information on how the request can be reviewed by the parliamentary Health Service Ombudsman (PHSO), by contacting-
PHSO
Millbank Tower
Millbank
London
SW1P 4QP
0345 015 4003

We will also inform our patient about the Independent Complaints Advocacy Service (ICAS) so that they can receive free independent help, support and advice.
ICAS, Ground Floor
7 Vale Avenue
Tunbridge Wells
TN11 1DJ
0845 6008616

Thank you for your time and patience,

Practice Manager