At the de Waal MouthPeace Specialist Dental Centre, we take complaints seriously, and we aim to ensure that all our patients are pleased with their experience of our service. If a patient complains, he/she is dealt with courteously and promptly so that the matter is resolved as quickly as possible. This policy is based on these objectives.
In responding to a complaint, we aim to treat you the way we would like to be treated if we were in your position. We aim to respond to your complaint effectively and ensure that we take the opportunity to learn and improve our service.
The person responsible for dealing with any complaint about the service which we provide is Sue Webb (Head Nurse/ Practice Manager), or Hendrik de Waal ( Principal Owner and Specialist Periodontist).
If a patient makes a verbal complaint, we will listen to and offer to refer them to Hendrik or Sue without delay. If the named persons are not available at the time, the staff member of our team will take brief details of the complaint and pass them on.
If a patient complains in writing, the letter or email will be passed to Sue without delay. If a complaint is about any aspect of clinical care, it will normally be referred to Hendrik.
We will acknowledge the patient’s complaint in writing and enclose a copy of this complaints policy as soon as possible, normally within five working days. We will seek to investigate the complaint and respond within a reasonable time period. We will notify the patient, giving them an idea of the timescales.
We will provide our response to the complaint in writing as soon as possible after completing our investigation. Proper and comprehensive records are kept of any complaint received.
de Waal MouthPeace Specialist Dental Centre, 1 Chalk Pit Lane, WOOL near Wareham, Dorset. BH20 6DW.
Tel: 01929 462269