Support for patients during the complaints process
We recognise that resolving dental complaints can be stressful and seem confusing. We want to do what we can to reduce any stress where possible, including making sure that everyone using our service has a named contact.
- we are clear about what to expect when engaging with us
- we deliver the highest standard of customer service
- when required, we effectively signpost you to other organisations that have the expertise needed to assist you with your complaint.
We have worked in partnership with mental health and wellbeing charities to train and develop our staff members to ensure they have the skills to recognise when an individual may be in need of additional support. If you feel like you would benefit from additional support when using our service, please discuss your needs with your complaints officer, who can advise you on where to find help.
We will keep information relating to your health and wellbeing confidential. We may want to share this type of information with other organisations who can offer you support, but we will discuss this with you first before doing so.
Patients should be aware that in limited circumstances, we may need to disclose information to the dental professional responsible for your complaint. If you have any questions about this, please raise them with your complaints officer.