“I truly hope that the service and care you have received has met your expectations. Please let me know if this has not been the case, or if there is anything else I can do to improve your experience. I am truly grateful to everyone who has chosen me to look after their smile, and I promise to do everything I can to vindicate your decision.”

Dr. Rupert Mazareanu

I take complaints very seriously and try to ensure that all of my patients are pleased with their experience. When 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.

My aim is to react to complaints in the way I would want someone to react to me. I learn from every mistake that I make and I respond to patients’ concerns in a caring and sensitive way.

1. I will personally take responsibility for dealing with any complaint and resolving it to your satisfaction.

2. I will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days. I will offer to discuss the complaint at a time agreed with the patient, asking how the patient would like to be kept informed of developments, for example, by telephone, face to face meetings, letters or e-mail. I will inform the patient about how the complaint will be handled and the likely time that the investigation will take to be completed. If the patient does not wish to discuss the complaint, I will still inform them of the expected timescale for completing the process.

3. I will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far as is reasonably practicable, as to the progress of the investigation. Investigations will normally be completed within 10 working days, however in some cases, more time may be required.

4. I will provide the patient with a full written report. The report will include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.

5. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint

6. If patients are not satisfied with the result of the procedure then a complaint may be referred to:

• The practice where the work has been carried out

• NHS England, PO Box 16738, Redditch B97 9PT (email: England.contactus@nhs.net) or the Parliamentary and Health Service Ombudsman,

• Millbank Tower, Millbank London SW1P 4QP (tel: 0345 015 4033 or www.ombudsman.org.uk for complaints about NHS treatment).

• The General Dental Council, 37 Wimpole Street, London, W1M 8DQ the dentists’ registration body. More details on the GDC website.

• Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA (Telephone: 08456 120 540) for complaints about private treatment