At City Dental Studio, we endeavour to ensure all our patients have a pleasant experience and are satisfied with our service. Complaints are taken very seriously, and our aim is to resolve them in a sensitive, courteous, and prompt manner.
- The person responsible for dealing with any complaint about our service(s) is Dr. Crystal Kafero-Babumba. She can be contacted on 0207 638 6192 or info@citydentalstudio.co.uk
- If a patient complains at the reception desk or on the telephone, we will listen to their complaint and offer to refer him or her to Dr Crystal Kafero-Babumba. If she is not available at the time, the patient will be told when they will be able to speak to her and arrangements will be made for this to happen. Brief details of the complaint will be taken by a member of staff and passed onto Dr Crystal Kafero-Babumba. If the complaint is non-clinical and the patient does not wish to wait to discuss the matter, arrangements will be made for a member of staff to deal with the matter.
- If a patient complains in writing, the email or letter will be passed on immediately to Dr Crystal Kafero-Babumba.
- If a complaint is about any aspect of clinical care or associated charges it will be dealt with by Dr Crystal Kafero-Babumba.
- We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days. We will aim to investigate within 10 working days of receiving the complaint. If this is not possible, we will inform the patient, providing reasons for the delay and the expected time period in which the investigation will be completed. If the patient wishes to have a meeting, this will be arranged either in-person or over the telephone. The confirmed outcome of the complaint will be provided in writing as soon as the investigation is completed.
- If you are not satisfied with the outcome, a complaint may be made to:
- The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER (Telephone: 08456 120 540.
- The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone: 0845 222 4141), the dentists’ regulatory body for complaints about professional misconduct.
