At Reandon Smiles, we are committed to providing professional, safe, respectful and patient centred dental hygiene care.
We understand that sometimes a patient, family member, carer or other person may have a concern about our services. We take all complaints seriously and aim to deal with concerns fairly, respectfully and appropriately.
This Complaints Policy explains how you can raise a concern and what you can expect from us.
Reandon Smiles aims to:
Making a complaint will not affect your right to receive appropriate care.
A complaint can generally be made by:
If someone is making a complaint on behalf of a patient, we may need appropriate permission before discussing confidential patient information.
Where a patient is unable to make a complaint themselves, we will consider appropriate arrangements for a representative to raise the concern on their behalf.
You may raise a concern about any aspect of our services, including:
If you are unsure whether your concern falls within our complaints process, please contact us.
We encourage you to raise your concern with us as soon as reasonably possible.
You can contact Reandon Smiles using:
Email: info@reandonsmiles.co.uk
Phone: 788-853-0385
Where possible, please provide:
You do not need to use a particular format to make a complaint.
We will acknowledge and review your complaint appropriately.
We may need to:
We will aim to provide an appropriate response once we have had an opportunity to review the concern.
The time required to investigate a complaint may depend on its nature and complexity.
If an investigation is likely to take longer than expected, we will aim to keep you informed where appropriate.
We will handle complaints confidentially and in accordance with applicable data protection and confidentiality requirements.
Information will only be shared with people who have an appropriate reason to receive it.
If you are making a complaint on behalf of another person, we may need their permission before discussing confidential information relating to their care.
Further information about how we handle personal information can be found in our Privacy Policy.
If your complaint relates to dental hygiene treatment or another clinical matter, we will review the concern appropriately.
Where necessary, we may review relevant clinical records and seek appropriate professional advice.
If your concern identifies a matter that falls outside our scope of practice, we may recommend that you contact another appropriate dental or healthcare professional.
If a complaint concerns the conduct or behaviour of a member of the Reandon Smiles team, we will review the matter appropriately and fairly.
Where a professional or regulatory issue is identified, appropriate action may be taken in accordance with relevant professional and regulatory requirements.
We will consider anonymous complaints where sufficient information is provided to allow us to understand and investigate the concern.
However, it may not always be possible to provide a direct response to an anonymous complainant.
We recognise that making a complaint can sometimes be difficult.
You may ask a family member, carer, advocate or other appropriate person to support you with raising a concern, subject to confidentiality and consent requirements where applicable.
We will aim to communicate clearly and respectfully throughout the process.
Complaints and feedback can help us identify opportunities to improve our services.
Where appropriate, we may use information from complaints to:
Personal information will be handled appropriately when complaints are reviewed for learning purposes.
If you remain dissatisfied after raising your concern with Reandon Smiles, you may be able to seek advice or raise your concern with an appropriate external organisation, depending on the nature of your complaint.
For concerns relating to health and social care services in England, you may contact the Care Quality Commission (CQC).
Care Quality Commission
Website: https://www.cqc.org.uk/
For concerns relating to the professional conduct or registration of a dental professional, you may contact the General Dental Council (GDC).
General Dental Council
Website: https://www.gdc-uk.org/
For concerns relating to personal information and data protection, you may contact the Information Commissioner’s Office (ICO).
Information Commissioner’s Office
Website: https://ico.org.uk/
Our complaints process should not be used for urgent medical or dental emergencies.
If you have an urgent medical or dental problem, seek appropriate emergency or urgent healthcare assistance.
Depending on the circumstances, this may include contacting your dentist, NHS 111, an emergency dental service or 999.
If you would like to raise a complaint or discuss a concern, please contact us.
Reandon Smiles
Email: info@reandonsmiles.co.uk
Phone: 788-853-0385
We appreciate feedback from our patients and use concerns and compliments as opportunities to continually improve the quality and experience of our services.
We may review and update this Complaints Policy from time to time to reflect changes to our services, procedures, professional requirements or applicable regulations.
The latest version will be published on this page with the relevant update date.
