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Code of practice for patient complaints

In this practice, we take complaints seriously to ensure that our service meets expectations. All complaints are dealt with courteously and in a timely manner to resolve the matter as quickly as possible.

Our aim is to respond to complaints and reflect on any learning requirement which may be identified from the complaint.

For a complaint regarding NHS treatment, the patient can either complain directly to the practice, or to the Ombudsman, but not both.

  1. The person responsible for dealing with any complaints about the service that we provide is our Practice Manager. In the absence of the Practice Manager, the deputy complaints manager will take care of the complaint.
  2. If we receive a complaint by telephone or in person, we will listen and offer to refer the individual to the Practice Manager immediately. If the Practice Manager is not available at the time, we arrange a convenient time for the Practice Manager to contact the individual. The member of staff will take brief details of the issue and pass it to the Practice Manager and provide the individual with a copy. If the matter requires a more immediate response, we will arrange for the Deputy complaints manager to deal with it.
  3. If we receive a complaint in writing or by email, it will be passed immediately to the Practice Manager. If we receive a verbal complaint this will be followed up with a letter detailing the issue.
  4. If a complaint is about any aspect of clinical care or associated charges, it will usually be referred to the clinician concerned, unless the individual does not want this to happen.
  5. We will acknowledge a complaint in writing and enclose a copy of our complaints handling policy as soon as possible, normally within 3 working days. We will offer to discuss the complaint with the individual and confirm how they would like to be kept informed of developments – by telephone, letters or e-mail or by face-to face meetings. We will inform the individual about how the complaint will be handled and the likely time that the investigation will take to complete.
  6. We will seek to investigate the complaint within six months and, as far as reasonably practicable, we will keep the individual informed as to the progress of the investigation.
  7. When we have completed our investigation, we will provide the individual with a full written report, which will include an explanation of how we considered the complaint, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action taken and whether further action will be taken.
  8. Proper and comprehensive records will be reviewed regularly to ensure that we take every opportunity to improve our service.
  9. If the individual making the complaint is not satisfied with the result of our investigation, we will advise them to refer the complaint to:

For complaints about NHS treatment:

ENGLAND:

The Parliamentary and Health Service Ombudsman
14th Floor, Millbank Tower, Millbank, London, SW1P 4QP
Tel: 0345 015 4033
https://www.ombudsman.org.uk/about-us/contact-us

For complaints about private treatment:

Dental Complaints Service
37 Wimpole Street
London
W1G 8DQ
Tel: 020 8253 0800 (Monday – Friday, 9am – 5pm)
https://dcs.gdc-uk.org/

  • A truly fantastic, care focused team who have transformed my smile and confidence. Dr Davies and the team are outstanding on all levels and I cannot recommend them high enough. If you are looking for a clean, safe and a high performing team to take care of your teeth and deliver exceptional results; look no further. Thank you all!”
    Louise - Patient

  • “I skipped on having braces as a child and took the plunge when I was 28 as this was holding me back with my confidence. At first, I wondered what people would think of a grown man with braces, but I am pleased to say this had no impact at all and I never really noticed that I had them. I thoroughly recommend Colchester Orthodontic Centre to my friends, family and anybody else thinking about having treatment.”
    Warren - Patient

  • “After over 2 years of impeccable TLC from Colchester Orthodontic Centre my daughter is now able to show off the smile she has always deserved! Mr Davies was able to advise us with his wealth of experience as to what was needed, and the result is proof that they clearly know how to look after their client’s needs and ensure the best result at the end of the journey!”
    Paul - Patient

  • My Invisalign experience with Colchester Orthodontic Centre was fab. I was supported the whole way through and given many options and I am now really happy with my teeth. The Invisalign aligners are very comfortable and discreet. I would definitely recommend Invisalign treatment at Colchester Orthodontic Centre.”
    Hollie - Patient

  • “You can make the most of your teeth at any age. Sometimes mature years can make you feel awkward attending the orthodontist, although I have been encouraged and treated with care and attention at every appointment. I try to maintain my teeth as best I can and I have received the very best care you could wish for. I started out feeling reluctant to smile. I am now very happy to smile at any occasion and feel grateful to the wonderful team at Colchester Orthodontic Centre, the whole team treat you with professional care and kindness.”
    Anne - Patient

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