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Complaints Procedures

+ Making a complaint

We take complaints very seriously and aim to resolve each one as soon as possible. Our Complaints Policy ensures all lines of communication are kept open throughout the complaints process.Our Complaints policy is divided Into Dental and Aesthetic Medicine.Please ensure you follow the correct procedure should a Complaint arise

Please contact us if you have any concerns about the service we provide:

Dental

If you are unsatisfied with the service you received at our dental practice, please contact the practice manager. For contact details, please click here. If you prefer that your complaint is handled by a member of our field operations team, please email reinvent@traceybell.co.uk

Website

For concerns about anything featured in our website, please complete a contact form or get in touch by writing or by telephone. A member of the Tracey Bell Central Operations Team will contact you within two working days to discuss the matter further.

Tracey Bell Kensington Road Douglas Isle Of Man Tel: 01624613323

If you are not satisfied with our investigations and implementations, you may wish to notify the governing bodies detailed below and take your complaint further. However, it is our intention to resolve issues quickly and effectively and to keep you informed of all outcomes including any changes we have put in place.

Care Quality Commission
CQC National Customer Service Centre
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

The General Dental Council
37 Wimpole Street
London
W1M 8DQ

Complaints about private dental care to:

Dental Complaints Service
Stephenson House
2 Cherry Orchard Road
Croydon
CR0 6BA

www.dentalcomplaints.org.uk

Non Surgical Aesthetic Medical Care

If you are unsatisfied with the service you received at our aesthetic medicalcare, please contact the practice manager. For contact details, please click here. If you prefer that your complaint is handled by a member of our field operations team, please email reinvent@traceybell.co.uk

+ Complaints Handling Policy (Aesthetic)

The Code of practice for patient complaints.

At Tracey Bell, we aim to provide all patients with a standard of treatment and service, which is both professional, and within industry standards.
Feedback is extremely important to us and we shall always endeavour to answer any question, query or complaint in a professional and efficient manner.

In this practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. If patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want one of our own complaints about a service to be handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service, which we provide LISA SUM, our Complaints Manager.
  2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to the dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or, if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  3. If the patient complains in writing, the letter or email will be passed on immediately to the Complaints Manager.
  4. If a complaint is about any aspect of beauty treatment or associated charges it will normally be referred to the practitioner, unless the patient does not want this to happen.
  5. We will acknowledge the complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 5 working days.
  6. We will seek to investigate the complaint within 10 working days of receipt to give an explanation of the circumstances, which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within 10 working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  8. Proper and comprehensive records are kept of any complaint received.
  9. If clients are not satisfied with the result of our procedure then a complaint may be made to:
    • The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 www.ombudsman.org.uk
    • The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540 www.dentalcomplaints.org.uk
    • The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct

+ Complaints Handling Policy (Dental)

The Code of practice for patient complaints

At Tracey Bell, we aim to provide all patients with a standard of treatment and service, which is both professional, and within industry standards.
Feedback is extremely important to us and we shall always endeavor to answer any question, query or complaint in a professional and efficient manner.

In this practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. If patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want one of our own complaints about a service to be handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service, which we provide LISA SUM, our Complaints Manager.
  2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to the dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or, if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  3. If the patient complains in writing, the letter or email will be passed on immediately to the Complaints Manager.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.
  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 5 working days.
  6. We will seek to investigate the complaint within 10 working days of receipt to give an explanation of the circumstances, which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within 10 working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  8. Proper and comprehensive records are kept of any complaint received.
  9. If patients are not satisfied with the result of our procedure then 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) for complaints about private treatment.
    • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone: 0845 222 4141), the dentists’ regulatory body for complaints about professional misconduct.

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