Complaints Handling

At Monmouth Dentist, we are committed to providing exceptional dental care and ensuring the satisfaction of our patients. We take any concerns or complaints seriously as part of our dedication to continuous improvement. Our goal is to address and resolve any issues promptly and efficiently, maintaining the trust and confidence of our patients.

How to Raise a Complaint:

If you have any concerns or complaints regarding the service you received at Monmouth Dentist, we encourage you to get in touch with us as soon as possible. You can reach us via email at info@monmouthdentist.co.uk. Alternatively, you may contact our reception during office hours to discuss your concerns in person or to schedule a call with a member of our team.

When making a complaint, please provide us with the following details to help us understand and address the issue effectively:

• Your full name
• Contact information (phone number and/or email address)
• Details of the complaint, including the date and time of the incident, the names of any staff members involved, and any relevant documentation or evidence.

Our Commitment to Resolution:

Upon receiving your complaint, we will acknowledge it promptly, usually within 48 hours of receipt. We will investigate the matter thoroughly, considering all relevant information and perspectives. Our aim is to resolve complaints as quickly as possible, usually within 10 working days. However, if further investigation is required, we will keep you informed of the progress and provide regular updates on the status of your complaint.

Confidentiality and Fair Treatment:

We treat all complaints with the utmost confidentiality and sensitivity. Your privacy and dignity will be respected throughout the complaints handling process. We are committed to providing fair and impartial treatment to all parties involved, ensuring that your concerns are heard and addressed without prejudice.

Escalation Process:

If you are not satisfied with the initial response or resolution provided, you have the right to escalate your complaint further. You may request a review by a senior member of our management team, who will conduct a thorough review of the matter and provide a final response. We will endeavour to resolve any outstanding issues to your satisfaction.

Continuous Improvement:

At Monmouth Dentist, we view complaints as an opportunity to learn and improve our services. Your feedback is invaluable in helping us identify areas for enhancement and implement necessary changes to prevent similar issues from arising in the future. We are committed to striving for excellence in everything we do and ensuring that your experience with us is positive and satisfactory.

Thank you for choosing Monmouth Dentist. We appreciate your trust and confidence in our practice, and we are committed to addressing any concerns you may have to ensure your continued satisfaction.

Sincerely,

Claire Jones

Practice Manager

Monmouth Dentist