Complaints Policy

At Rejoice Dental Care, we are committed to handling any patient complaints with courtesy and efficiency, ensuring that concerns are resolved as swiftly as possible. Our complaints procedure is guided by the following principles:

Our primary goal is to address complaints in a professional and timely manner. We value every opportunity to learn from our mistakes and strive to respond to our patients’ concerns with care and sensitivity.

The Practice Manager is responsible for managing any complaints related to the services we provide. If a patient raises a complaint over the phone or at the reception desk, we will listen attentively and offer to refer them to the Practice Manager. If the Practice Manager is unavailable, we will inform the patient of an appropriate time when they can be reached, and make arrangements for further contact. The staff member receiving the complaint will take brief details and pass them on to the Practice Manager. If timely contact cannot be arranged, or if the patient prefers not to wait, another staff member will be designated to handle the matter.

For complaints received in writing, whether by letter or email, the correspondence will be directed to the Practice Manager. Complaints concerning clinical care or associated charges will typically be referred to the treating dentist, unless the patient requests otherwise.

We will acknowledge receipt of the complaint in writing within three working days, offering to discuss the matter at a time convenient for the patient. We will inquire how the patient prefers to receive updates, whether by phone, in-person meetings, letters, or email.

Our aim is to investigate the complaint within 10 working days of receipt and provide an explanation of the circumstances that led to the concern. If the patient prefers not to meet in person, we will attempt to discuss the matter over the phone. Should we be unable to complete the investigation within this timeframe, we will promptly notify the patient.

Once the investigation is complete, the patient will receive a full written report. This report will include a detailed explanation of how the complaint was considered, the conclusions reached regarding each aspect of the complaint, any necessary remedial actions, and whether the practice is satisfied with the actions taken or planned in response.

We maintain thorough and accurate records of all complaints received. We encourage seeking resolution through our internal procedures before escalating the matter further.

If patients are dissatisfied with the outcome of our internal process, we advise them on the appropriate next steps, although specific contact details are not provided in this policy.