Patient experiences and complaints
Patient experience or complaints procedure at Abbey Orthodontics
If you have a patient experience or complaint about any aspect if the service you have received at Abbey Orthodontics we operate a complaints procedure adhering to national criteria.
We hope that most if not all problems can be sorted out easily and quickly at the time they arise. If your problem cannot be sorted out at the time and you wish to make a complaint please let us know as soon as possible, this will enable us to establish what happened more easily.
Complaints can be discussed with the practice manager Mrs Sally Broomfield, either at an appointment or by letter.
Your complaint will be acknowledged within two working days and aim to have looked into you complaint within 10 working day.
In investigating your complaint we will:
- Find out what happened and what went wrong
- Make it possible for you to discuss what happened
- Offer an apology when appropriate
- Identify what we can do to ensure that the problem does not arise again
Please note that we operate strict rules of confidentiality. If you are complaining on behalf of someone else, we will require their permission.
We hope that if you have a problem you will use our practice complaint procedure. We believe that this will provide the best outcome for you and the practice.
Using our procedure does not affect your right to approach the NHS commissioning board. If you feel you cannot raise your complaint with us or are dissatisfied with the result of the procedure, you should contact the NHS England for further advice.
Telephone: 0300 311 22 33
NHS Commissioning Board
PO Box 16738
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