Complain Policy

Broadway Dental Care

Complaint handling policy (NHS treatment)

Introduction

At Smile Art Dental, we are committed to providing the highest possible standard of care and service to our NHS patients. We recognise that sometimes patients may feel dissatisfied with aspects of their treatment or service. This policy explains how NHS patient complaints will be handled in a fair, transparent, and professional way.

We view complaints as an opportunity to learn, improve our services, and ensure that all patients are treated with dignity and respect.

Who This Policy Applies To

This policy applies to all patients receiving NHS treatment at Smile Art Dental. A separate process is available for private patients in line with the Private Complaints Policy.

How to Make a Complaint

If you are unhappy with any aspect of your NHS treatment or service, you can make a complaint:

Verbally: Speak to any member of staff, who will try to resolve the issue or pass it to the Complaints Manager.
In Writing:

Email:broadway.dentalcare2@nhs.net

Post: Complaints Manager

Smile Art Dental

Broadway Dental Care, 1 Compton Road, Winchmore Hill, N21 3PA

Valley Dental Practice, 83 Loughton Way, Buckhurst Hill, IG9 6AS

Please include your full name, contact details, description of the concern (with relevant dates), and the names of any staff involved.

Timeframe for Raising a Complaint

Complaints should be made as soon as possible after the event—ideally within 6 months, and no later than 12 months after the issue or its discovery.

How Your Complaint Will Be Handled

Acknowledgement: We will acknowledge your complaint in writing within 3 working days.
Investigation: The complaint will be reviewed by the Practice Manager/Complaints Lead. If the matter involves clinical care, the treating dentist may be consulted.
Response: We aim to provide a full written response within 20 working days. If more time is needed, we will inform you and provide regular updates.
Resolution: If appropriate, we may offer a meeting to discuss the outcome. Any decisions or actions will be confirmed in writing.

Escalation Process

If you are not satisfied with our response, you may escalate your complaint to:

1. Valley Dental Practice

Hertfordshire and West Essex ICB

Tel: 01992 566122
Email: hweicbwe.patientfeedback@nhs.net

2. Broadway Dental Care

NHS North Central London ICB

Post: NHS North Central London ICB, Complaints Team, 2nd Floor, Laycock PDC, Laycock Street, London, N1 1TH
Tel: 02045151488
Email: nclicb.complaints@nhs.net

3. Parliamentary and Health Service Ombudsman (if unresolved by the ICB)

Post: Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP
Website: www.ombudsman.org.uk
Tel: 0345 015 4033

Who can help?

Patient Advice and Liaison Service (PALS)
Local Healthwatch – independent advice and support for patients raising complaints

Confidentiality

All complaints will be handled sensitively and in line with data protection regulations. Only staff directly involved in the complaint process will access relevant information.

Continuous Improvement

Complaints are logged and regularly reviewed by the management team to identify trends, improve services, and guide staff training. Lessons learned are shared with the wider team where appropriate.

Contact Details

Complaints Manager