Complaints handling policy

Complaints & Feedback Policy

At Perio & Implant Dental Referral Centre, we are committed to providing safe, high-quality care and an excellent patient experience.

We recognise that, despite our best efforts, concerns or complaints may arise. We view all feedback as an opportunity to learn, improve our services and enhance patient care.

Our commitment

We are committed to:

• Encouraging patients to raise concerns as early as possible
• Making the complaints process accessible, clear and easy to use
• Treating all complaints seriously, fairly and without delay
• Handling complaints in a confidential, sensitive and non-judgemental manner
• Ensuring that patients are treated with respect and courtesy at all times
• Ensuring that raising a complaint will not negatively affect ongoing care or treatment
• Learning from complaints and taking action to improve services and reduce recurrence

Responsibility

Overall responsibility for complaints management lies with the Practice Owner and Complaints Manager:
Dr Chong Lim

All members of the team are trained to recognise, respond to and escalate complaints appropriately.

Scope of this policy

This policy applies to:

• All patients and service users
• All members of the dental team
• All aspects of care, treatment and service delivery

Learning and improvement

We:

• Keep clear and accurate records of all complaints
• Review complaints regularly to identify trends and learning opportunities
• Implement changes where required to improve patient safety and experience
• Share learning with the team where appropriate

Accessibility

We will make reasonable adjustments to support patients in raising a complaint, including:

• Assistance with writing or recording concerns
• Providing information in alternative formats where required

Escalation

If a patient is not satisfied with the outcome of their complaint, they will be signposted to appropriate external organisations, including the Dental Complaints Service, NHS England (if applicable), the General Dental Council, and the Care Quality Commission.

Policy last reviewed: May 2026