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Policies and Complaints’ Procedure

We are focussed on making sure that you get the best possible service when you seek treatment at Hangleton Dental Practice. It is for this reason that we consider every single complaint we receive to be important. It is our hope that our complaints’ process will help boost your confidence in our practice and our commitment to providing you with our best, all-round service.

Our Complaints’ System Is Tailored for Efficiency

We have designed a complaints’ system which is aimed at ensuring that every stage of the process is documented and can be accounted for in the future. This way, we can guarantee that you that are treated in the same manner as everyone else, without any form of discrimination.

It is our aim for every complaint to be dealt with courteously and promptly since, like you, we would rather have issues resolved quickly. You may lodge a complaint using any means that makes you comfortable, whether that is by written or verbal communication. All complaints are received and processed by
Khatereh Mortazavi, who is also responsible for monitoring and reviewing our complaints procedure.

In order to accommodate you as best we can, we speak a variety of languages besides English, including Hungarian, Farsi, Swedish, Slovakian, and Spanish. We are willing to have a foreign language or BSL interpreter booked for you if you need one.

Comments and feedback

At Hangleton Dental Practice we are always glad to improve our services, and we appreciate both positive and negative feedback. If you have any complaints, concerns or suggestions, please leave us a comment or two in the suggestion box placed in the waiting room or contact Khatereh Mortazavi.

We Strive to Improve Our Services at Hangleton Dental Practice

As much as we want to resolve issues in good time, we are never in a hurry because we want to learn from every piece of feedback we receive. We are quick to admit where we have made any mistake and want to improve our system as and where necessary. Where we take action, we will be sure to inform you.

Complaints Procedure at Hangleton Dental Practice

In the event that you would like to make a complaint against either our practice or an individual member of staff, you can request to speak with Ms Gemma O’Mahony in person or by phone. We have not placed any restrictions on who you can complain about, so it doesn’t matter whether it is a doctor or another member of staff. We don’t restrict complaints to specific issues, so you can let us know about any problems be they clinical or administrative.

You can send us a letter or an email, or you can contact Healthwatch Brighton and Hove if you would feel uncomfortable speaking to Gemma in person. You can obtain advice and support when you send an email to help@healthwatchbrightonandhove.co.uk or call 01273 23 40 40. They can also investigate your concerns if you would prefer.

We Strive to Improve Our Services at Hangleton Dental Practice

As much as we want to resolve issues in good time, we are never in a hurry because we want to learn from every piece of feedback we receive. We are quick to admit where we have made any mistake and want to improve our system as and where necessary. Where we take action, we will be sure to inform you.

Complaints About Private Treatment at Hangleton Dental Practice

If you are not satisfied with the private treatment which you have received at Hangleton and are interested in making a complaint, please get in touch with the Dental Complaints Service.

You can visit their website for more information: www.dcs.gdc-uk.org. You can also contact them by phone 020 8253 0800. They are open from Monday to Friday, 9am to 5pm.

NHS Complaints Procedure

There are two stages specified by the NHS complaints procedure:

In most cases, this is the stage where a complaint is resolved. Here, you have the option of taking your complaint to Gemma O’Mahony at Hangleton Dental Practice or to Healthwatch Brighton and Hove.

There is a good chance you’ll have your complaint resolved after discussing it with the Practice Manager or the dentist who is administering treatment to you. We are always ready and willing to have a discussion with any patient who has any concerns or complaints. If you ever feel that you would like to come to a meeting with a companion for support, please don’t hesitate to do so.

It is our aim to have every complaint resolved within the first 24 hours of it being made but where that is not feasible we will write to you to acknowledge your complaint and then begin a full investigation. We should be able to respond within 30 working days, but if there is likely to be a delay, we will be sure to inform you.

The process doesn’t have to end with our response, as we are always open to discussing any other concerns you may have. It is our goal to make sure that you are completely satisfied with the outcome.

You will only have to proceed to this stage if you are unhappy with our response regarding the issue. If that happens, you can reach the NHS by email – england.contactus@nhs.net or by telephone – 0300 311 22 33.

Their address is:
National Customer Contact Centre
NHS England
PO Box 16738
Redditch
B97 9PT

Independent Complaints and Advocacy Services (ICAS)

At any point during the complaints process, you can access the Independent Complaints and Advocacy Service (ICAS) if you are in need of free assistance and advice. ICAS advocates are independent of the NHS and can:

  • Help you with writing effective, clear, and concise letters outlining your complaints.
  • Contact a third party on your behalf, once you provide consent.
  • Explore the available choices for resolving your complaint.
  • Help you get ready for meetings and attend them with you if necessary.
  • Allow you to speak confidentially to a party who is not part of the NHS.

You can visit the ICAS website to learn more about them: www.seap.org.uk/icas. To contact them, you can call your local ICAS service on 01273 229002 or send an email to info@bh-icas.org.
You need to raise your complaint within one calendar year from the date you became aware of the issue or the date it occurred. In exceptional cases, this timescale may be extended.

We are Here to Help You

Contact Info
8 West Way Hove, BN3 8LD
01273 421800
info@hangletondental.co.uk
9:00am - 5:00pm Sat, Sun Closed