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Complaints & Feedback

Corona Virus – Dental Update

Issue Date: 15/6/2020

Dear All

Life Dental & Wellbeing is now open.

We are not running at full capacity yet as we are phasing our return to the new normal so please be patient if you are struggling to get through to us or waiting to hear back from you about an appointment. As expected, the way we operate will be a bit different but please do be reassured that we will continue to look after you and your oral health in a safe clinical environment.

If you have a dental appointment in the coming weeks we will be contacting you the day before to talk through the appointment procedure and ensure that you are happy to attend.

If you have a dental emergency please call the practice during normal working hours and we will endeavour to help you, however please be aware that there are some restrictions on the treatments we can undertake during the current Alert Status. Outside normal working hours and at weekends or on Bank Holidays please call the practice for further information that will guide you through the Out of Hours service.

We look forward to seeing you soon.

Ben Pearson and the team 


Our policy for handling patient complaints

In this practice we take complaints very seriously indeed and try to ensure that all patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to patients’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service we provide is: Ben Pearson or Chrissy Still.
  2. If a patient complains on the telephone or at the reception desk we will listen to his or her complaint and offer to refer him or her to Ben Pearson or Chrissy Still immediately.
  3. If Ben Pearson or Chrissy Still are not available at the time, then the patient will be told when he or she will be able to talk to the dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  4. If the patient complains in writing, the letter will be passed on immediately to: Ben Pearson.
  5. 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.
  6. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within two working days. We will seek to investigate the complaint within ten working days of the complaint being received to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to him or her on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  7. We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.
  8. Proper and comprehensive reports are kept of any complaint received.
  9. If patients are not satisfied with the result of our procedure then a complaint may be made to:
    • Primary Care Organisation NHS Devon Commissioning HQ The Annexe County Hall Topsham Road Exeter EX2 4QL (for complaints about NHS treatment) 
    •  The General Dental Council 37 Wimpole Street London, W1M 8DQ (the dentists’ registration body)
    •  The Dental Complaints Service (08456 120 540) (for complaints about Private treatment)
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