Heacham Drive Dental Practice 
2 Heacham Drive, 
Leicester LE4 0LE 


Out of hours: 111 
Mobile for when landline out of use: 07581 664 064 

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 Complaints Procedure 

Because we want to ensure that all our patients are pleased with their experience of our service, we take complaints very seriously indeed. If a patient makes a complaint, we will deal with the matter courteously and promptly so that it is resolved as quickly as possible. Our procedure is based on these objectives. 
This Practice has an effective complaints system in place to ensure that identifying, receiving, recording, handling and response to any comments, observations or complaints occurs within a strict timetable which is clearly documented. The complaints system is clearly displayed and all patients and visitors are confident that they will be listened and responded to without fear of discrimination. 
Any complainant can be assured that they will be treated in a manner respecting their human rights and diversity; in a sensitive manner and that the complaint can be made by a variety of methods either verbally, by sign language or in writing. 
Where they lack confidence or require help they will be supported by helpful staff members. Their complaint will be fully documented and fairly dealt with and following investigation, lessons learned can lead to changes being made to avoid future complaints. 
These clear complaint procedures are monitored and reviewed and the named contact who is accountable for doing this is the Practice Manager. 
If you are not satisfied with the result of our procedure then a complaint may be made to: 
For complaints about private treatment: 
The Dental Complaints Service (08456 120 540) 
The General Dental Council, (The Dentist registration body) 
37 Wimpole Street, 
London, W1M 8DQ 
For complaints about NHS treatment: (Example address) 
NHS England 
PO Box 16738 
Redditch B97 9PT 
Tel: 0300 311 2233 
The Care Quality Commission at 
Newcastle upon Tyne, NE14PA 
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