Clinic Complaints Procedure
Dear valued patient,
We take complaints very seriously at Wonder of Wellness and try to ensure that all our patients are pleased with our dental service.
.Our aim is to provide you with the level of care we would want for ourselves.
However, if you have any concerns or comments regarding your dental care, we will address these as a matter of priority.
We welcome all feedback, both positive and negative, regarding all feedback as an opportunity to learn and improve our service in the future. We will not react unnecessarily defensively, and your confidentiality and access to our services will be protected.
We respond to all complaints in the time limits set by the Complaints Procedure and always provide constructive responses to complaints.
How can I raise my concerns or feedback?
Verbal and/or in person - A verbal complaint can be made in person or via telephone. The complaint will be immediately logged by the member of the team you talk to, and we will try to resolve your concerns at the time. If appropriate, the Practice Manager will discuss your complaint with you to try and resolve the situation. As all of our dentists operate as independent practitioners, any complaint concerning clinical care will be immediately passed to your treating clinician, who will be available to discuss and resolve your concerns. We aim to respond within ten working days.
Written or Email -You can make a complaint in writing or via email for the attention of the Practice Manager or the dentist, and it will be handled as outlined above. We aim to respond within ten working days or receipt of an email or letter.
If a patient is not satisfied despite our best efforts to resolve the complaint, they will be informed about other avenues that are open to them, such as the GDC Dental Complaints Service.
All our team members are regularly trained in complaint handling and are involved in the regular review of complaints, complaints procedures and management.
If you are not satisfied with the result of our procedure then a complaint may be made to:
The Dental Complaints Service (08456 120 540) for complaints about private treatment
The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the dentists’ registration body)
The Care Quality Commission at Citygate, Gallowgate, Newcastle upon Tyne, NE14PA
This Complaints Procedure was published on 28th November 2023 for our in-clinic offerings.
Online offerings Complaints Procedure
Dear valued patient,
We hope that you feel that any service we offer is of value and you are treated with care and compassion. If, however, this isn’t the case and you are unhappy with an online service we have offered, we would really appreciate your feedback.
We kindly ask that you please follow these simple steps to file a complaint:
1. Don't hesitate to get in touch with our Online Business Manager, Mary at info@wonderofwellness.co.uk with the heading FEEDBACK so that this can be dealt with accordingly. We get hundreds of messages, so this is the best way for this to be picked up as soon as possible within business hours.
Please explain whether you would feel more comfortable emailing or discussing on the phone in your message.
Your feedback will be treated with empathy, confidentiality and the utmost respect.
Once we receive your complaint, we will respond to you within five business days and work towards providing a resolution within 14 business days.
Your satisfaction is our top priority, and we sincerely appreciate your feedback. So again, thank you for choosing our offerings, and we hope to make your future experiences with us positive and stress-free.
This Complaints Procedure was published on 23rd May 2023 for our online offerings