Patient complaints procedure

Our commitment to you

We aim to provide high standards of care and service to every patient. If something has gone wrong, we will listen, treat you with respect, and handle your complaint fairly and confidentially. We keep records of complaints so we can learn and improve. Raising a concern will not affect your care.

How to raise a concern or complaint

• In person at the practice, or by phone on 0191 456 0573
• In writing to 158 Westoe Road, South Shields, Tyne and Wear, NE33 3PH
• By email to info@stmichaelsdentalpractice.co.uk

Our complaints manager is our Practice Manager, Alison West. If your concern involves the Practice Manager or Registered Manager, please tell any member of the team and we will make other arrangements. Someone else, such as a family member or representative, can complain on your behalf with your permission.

What happens next

1. 01

   Acknowledgement

   As soon as possible and within 3 working days. We’ll offer to discuss how your complaint will be handled, the timescale and when to expect our response.

2. 02

   Early resolution

   Wherever possible, we’ll try to resolve your concern straight away.

3. 03

   Investigation

   For more complex concerns, we’ll investigate thoroughly and update you, usually every 10 days.

4. 04

   Our response

   In writing, explaining what we looked into, what we found and what we’ve done. We aim to respond within 6 months unless we agree otherwise, and will explain any delay.

Time limits

Complaints should usually be made within 12 months of the event, or of becoming aware of it. We will still consider later complaints where a fair investigation is possible.

If you are not satisfied

• Parliamentary and Health Service OmbudsmanNHS treatment0345 015 4033
• Dental Complaints ServicePrivate treatment020 8253 0800
• Care Quality CommissionStandards of care03000 616161
• General Dental CouncilProfessional conduct020 7167 6000

Support is available if you have financial concerns; please ask a member of the team for details.