Complaint Process Information

Scotland
Edinburgh Dental Specialists

Review Date May 2019

What is a complaint?

At Portman Healthcare care we pride ourselves on the high quality of care we provide our patients. We aim to look after you as we wish to be looked after ourselves. However, if you have any concerns or comments regarding your dental care, which you wish to raise, we will address these as a matter of priority.

We welcome all feedback, both positive and negative, and we will approach your complaint as an opportunity to learn and improve our service in the future. We will not react defensively to your complaint and your confidentiality and access to our services will be protected.

How do I complain?

A complaint may be verbal or written and may be made to any member of the practice team. If you do not wish to contact the practice directly, or require assistance with your complaint, then you may contact your local health board for complaints relating to care provided within the NHS.

Alternatively, for complaints relating to private dental care the following organisation can be contacted for assistance

Dental Complaints Service
Dental Complaints Service
37 Wimpole Street
London W1G 8DQ
By email to: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

How will my complaint be handled?

Verbal
A verbal complaint will be immediately logged and we will try and resolve your concerns at the time. If appropriate, the Practice Manager, will be able to discuss your complaint to try and resolve the situation for you.

As all of our clinicians operate as independent practitioners, any complaint concerning clinical care will be immediately passed to your treating clinician. Regarding a verbal complaint over your care, the treating clinician should be available to discuss and resolve your concerns.

Written
You may make a complaint in writing to the practice, Practice Manager or practitioner. Your complaint will be handled as outlined below

• An acknowledgement letter/email of your complaint will be sent within 3 working days
• Our Complaints Manager, Dr Laura Hunter, will be made aware of your complaint
• If your complaint is regarding clinical care, your complaint will be passed to your treating practitioner in order for them to provide a response and resolution
• Within 15 working days a full response will be provided to you

If we anticipate any delays in providing a full response, you will be notified and kept updated every ten working days of the progress of your complaint.

What do I do if I'm not satisfied with the complaints process?

If you are not happy with how your complaint has been handled then our Complaints Manager, Dr Laura Hunter, can be contacted at This e-mail address is being protected from spambots. You need JavaScript enabled to view it

What do I do if I'm not satisfied with the outcome?

If your care was provided within the NHS and you are not happy with the outcome of your complaint and your care was provided privately and you are not happy with the outcome of your complaint you may contact the Dental Complaints Service

By post to:

Dental Complaints Service
Dental Complaints Service
37 Wimpole Street
London W1G 8DQ
By email to: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

N.B A complaint needs to be raised within 12 months of the issue either taking place, or becoming known to yourself

The General Dental Council (GDC) information can be found at www.gdc-uk.org

If you wish to make a complaint to Healthcare Improvement Scotland, the regulator for independent healthcare services across Scotland, you will find their contact details below.

Healthcare Improvement Scotland
Independent Healthcare Team
Gyle Square | 1 South Gyle Crescent | Edinburgh | EH12 9EB
T: 0131 623 4342
E: This e-mail address is being protected from spambots. You need JavaScript enabled to view it