Complaints
Complaints are taken very seriously in the practice as all the team members strive to attain the highest standards in all aspects of the care provided. Every effort will be made to resolve the matter. The practice endeavours to react to complaints in the way in which each individual would wish their own complaint to be handled. The people responsible for handling the complaint are normally Mr D S McIntosh BDS (Partner) and the Practice Manager. Proper and comprehensive records are kept of any complaint received. In the first instance, any complaint received (by any means) will be acknowledged in writing within two working days of receipt of the complaint. The complaint will be fully investigated and a response in writing will be sent to the complainant by first class mail within ten working days of receipt of the complaint. It is hoped that this would satisfy the complainant but if not, the complaints officer at the practice (either Mr D S McIntosh BDS or the Practice Manager) would be available to further clarify any outstanding issues, normally in writing.
If the complainant was still not happy with the complaint outcome or with the way the complaint was handled, then Grampian Health Board (in the case of NHS complaints) or the General Dental Council could be contacted.
