132 Parkwood Rd, Bournemouth BH5 2BN
01202 772774 | 07555 568199

Complaints Procedure

At Bourne Dental, we take complaints seriously and are committed to addressing your concerns promptly and effectively.

Our Commitment to You

At Bourne Dental, we strive to provide the highest standard of care to all our patients. We value your feedback and take complaints very seriously. When patients complain, we ensure they are dealt with courteously and promptly to resolve matters as quickly as possible.

This page outlines our complaints procedure and provides information on how to raise concerns about our service.

Our Complaints Procedure

1

Initial Contact

If you have a complaint, please contact us as soon as possible. You can complain:

  • In person at our reception
  • By telephone: 01202 772774
  • In writing to: Bourne Dental, 132 Parkwood Road, Bournemouth BH5 2BN
  • Via email: bournedentalsobo@gmail.com
2

Complaint Handling

The person responsible for handling complaints is Ismail Qazi. When you raise a complaint:

  • We'll listen to your concerns carefully
  • We'll take brief details and pass them to Ismail Qazi
  • If the complaint is about clinical care, it will be referred to the dentist (unless you prefer otherwise)
  • We'll acknowledge your complaint within 3 working days
3

Investigation

We will investigate your complaint thoroughly:

  • We aim to complete investigations within 10 working days
  • If we need more time, we'll notify you with reasons for the delay
  • We'll examine all relevant records and speak to staff involved
  • We maintain proper and comprehensive records of all complaints
4

Resolution

Once our investigation is complete:

  • We'll provide a written response explaining our findings
  • We'll outline any actions taken or proposed to resolve the issue
  • We may invite you to discuss the results in person if appropriate
  • We'll ensure you won't receive adverse treatment because you complained

External Complaint Options

If you're not satisfied with our response or prefer not to complain directly to us, you can contact these independent organizations:

Dental Complaints Service

37 Wimpole Street
London
W1G 8DQ

Telephone: 020 8253 0800
Hours: Monday – Friday 9am – 5pm

General Dental Council

37 Wimpole Street
London
W1G 8DQ

Website: www.gdc-uk.org
Telephone: 0845 222 4141 or 020 7887 3800

Care Quality Commission (CQC)

The CQC doesn't handle individual complaints but welcomes feedback about services.

Website: https://www.cqc.org.uk/give-feedback-on-care
Telephone: 03000 616161 (Monday to Friday, 8.30am to 5.30pm, excluding bank holidays)

Frequently Asked Questions

Absolutely not. We welcome feedback as it helps us improve our services. Any patient who makes a complaint will not be adversely treated due to having complained. We guarantee that your care will continue without any negative impact.

We aim to acknowledge complaints within 3 working days and complete our investigation within 10 working days. If our investigation requires more time, we will notify you of the delay and provide a likely timeframe for completion.

To help us investigate your complaint thoroughly, please provide:

  • Your full name and contact details
  • The date(s) of the incident(s) you're complaining about
  • Details of what happened and why you're unhappy
  • Names of any staff members involved (if known)
  • What outcome you're hoping for

If your complaint is about any aspect of clinical care or associated charges, it will normally be referred to the dentist involved, unless you specifically request otherwise. We may need to access your dental records to investigate properly, but we will always maintain confidentiality.

Should a patient make a complaint or claim, we may need to provide information about the patient and treatment they have received to insurers, indemnifiers or legal advisers, but this will be done in accordance with data protection regulations.

Contact Us About a Complaint

We're here to listen and help resolve any concerns you may have about our service. Please don't hesitate to get in touch using any of the following methods:

By Telephone

01202 772774
Ask to speak to Ismail Qazi about a complaint

By Email

bournedentalsobo@gmail.com
Please include "Complaint" in the subject line

In Writing or In Person

Bourne Dental
132 Parkwood Road
Bournemouth BH5 2BN

Complaints Procedure Summary

Approved By: Ismail Qazi

Date Published: 08/11/2024

Review Date: 08/11/2025

We regularly review our complaints procedure to ensure it remains effective and accessible to all patients.