At our practice, we are committed to providing high-quality dental care and excellent patient service. If you are unhappy with any aspect of your experience, we encourage you to let us know. We take all concerns and complaints seriously and will always aim to resolve them promptly, fairly, and respectfully. Your feedback is important to us and helps us continually improve the care and service we provide.
In this practice we take complaints very seriously indeed and try to ensure that all patients are pleased with their experience of our services. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.
Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from patients feedback and we respond to patient’s concerns in a caring and sensitive way.
The person responsible for dealing with any complaint about the service which we provide is Dr Ashok Ratti and Dr Mansi Patel
If a patient complains on the telephone or at the Reception Desk, we will listen to his or her complaint and offer to refer him or her to Louise Cole (practice Manager) immediately.
If Louise is not available at the time, then the patient will be told when she will be able to talk to her or the dentist/hygienist concerned and arrangements will be made for this to happen. Arrangements will be made within a reasonable period, or if the patient does not wish to discuss this matter with their clinician or Louise, arrangements will be made for someone else to contact them.
If the complaint cannot be rectified to the patient’s satisfaction, we request that the complaint is put in writing detailing all grievances.
If the patient complains in writing the letter will be passed on immediately to Louise Cole
If a complaint is about any aspect of clinical treatment or associated charges it will normally be referred to the dentist/hygienist responsible for the care.
We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible (within three working days). We will seek to investigate the complaint within ten working days of the complaint being received.
If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
We will confirm the decision about the complaint in writing to the patient immediately after our investigation
Proper and comprehensive records are kept of any complaint received.
If you are complaining on behalf of another patient, we would adhere to the rules of confidentiality.
We would therefore need the patient’s written permission for you to act on their behalf and for us to disclose any aspect of their treatment, appointments and payments.
Long Hanborough Dental Practice
70B Main Road
Long Hanborough
Witney
Oxfordshire
OX29 8BD
01993 881482
If patients are not satisfied with the result of our procedure then a complaint may be made to:
For complaints about NHS treatment:
The Complaints Team at BOB ICB can be contacted using the details below:
Phone: 0118 982 2720
Email: HYPERLINK “mailto:bobicb.palscomplaints@nhs.net” \t “_blank” bobicb.palscomplaints@nhs.net
For complaints about Private treatment:
Dental Complaints Service
37 Wimpole Street,
London,
W1G 8DQ
020 8253 0800 (Monday – Friday 9am – 5pm)
Parliamentary and Health Service Ombudsman
Parliamentary and Health Service Ombudsman,
Millbank Tower,
Millbank,
London
SW1P 4QP
0345 015 4033
phso.enquiries@ombudsman.org.uk
Reviewed 01/07/26 Louise Cole Review July 27
