Got something to say?

We work hard to provide a great service to our patients and hope you are always delighted with the private dental care you receive. We welcome constructive feedback, whether good or bad, and we’re always looking for ways to improve, so please let us know what you think of the service.

The practice has procedures in place should you wish to make a complaint to us directly.

You can do this by contacting the Practice Manager on 0161 947 9900 or via email at info@hmorthoc.co.uk

Writing to us at:-

Heaton Mersey Orthodontic Centre
458 Didsbury Road
Heaton Mersey
Stockport
SK4 3BS

Heaton Mersey Orthodontic Centre Patient Complaints Procedure

It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously; we investigate them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint.

If you are not entirely satisfied with any aspect of our care or service please let us know as soon as possible to allow us to address your concerns promptly.

If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly to NHS England at england.contactus@nhs.net with ‘For the attention of the complaints team’ in the subject line.

Mrs Kay is the Complaints Manager and will be your personal contact to assist you with any complaints. If your verbal complaint is not resolved to your satisfaction within 24 hours or if you complain in writing, Mrs Kay will acknowledge it in writing within 3 working days and will aim to provide a full response in writing as soon as practical. Please note should a complaint be made the practice may need to provide information about the patient, and treatment they have received, to insurers or legal advisers.

If Mrs Kay is unavailable, we will take brief details about the complaint and will arrange for a meeting when she is next available. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint.

If the complaint investigation takes longer than anticipated Mrs Kay will keep you informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing and invited to a meeting to discuss the results and any practical solutions that we can offer to you.

We regularly analyze patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take it further, please see the contacts below.

Contacts

For private dental treatment you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk

If you are still unhappy about your NHS complaint, you can contact the Parliamentary Health Ombudsman (England): by calling 0345 015 4033 or visiting www.ombudsman.org.uk

Still not happy?

If you are still not happy and would like to take things further, The Dental Complaints organisation is the next step. Their website can be found at www.dentalcomplaints.org.uk and here you will find an online form to fill in. Alternatively, they can be contacted by phone on 08456 120 540.