Hospital Lane Dental Clinic Complaints Procedure

At Hospital Lane Dental & Implant Clinic, our patients are truly at the heart of everything we do. We try to ensure that all patients are pleased with their experience of our service and we take any concerns a patient may have very seriously.

  1. If you have a concern regarding any aspect of your care, please let one of our Practice Managers (Kara Brien or Daniel Smith) know. We will do all that we can to resolve it to your satisfaction, both promptly and professionally. The Practice Managers are the people responsible for investigating and responding to all patient complaints.
  2. If your concern relates to clinical dental treatment, the Practice Managers will always seek the treating dentists’ comments in order to provide you a full detailed response.
  3. If complaining on behalf of someone else, please note, we will require written consent in order to discuss their personal information.
  4. We will acknowledge your complaint in writing within two days and will also include a copy of this complaint procedure. We will investigate the concerns and aim to provide a full response within 20 working days. If, for any reason, we are unable to complete our investigations within 20 working days, we will notify you, giving reasons for the delay and the likely period within which the investigation will be completed.
  5. If you are not satisfied with the outcome received, please let the Practice Managers know. In some circumstances, this may be escalated to our Patient Liaison Team to review.
  6. As you are a private patient you can contact the Dental Complaints Service. Both NHS and Private patients may also contact the Care Quality Commission. Bupa will try to avoid the matter escalating this far, however, we understand that sometimes it is impossible to resolve matters, and this is then the only way to proceed.

Patient Complaint/Feedback Form