At Isca Dental we take all complaints seriously and we aim to ensure that complaints are dealt with effectively and as quickly as possible.
In responding to a complaint we hope to take opportunities to learn and improve our service.
The person responsible for dealing with complaints is our practice manager, Caroline Stedman.
If a patient makes a verbal complaint to a member of our team, they will take brief details of the complaint and pass them on to the practice manager. If she is unavailable the details will be passed to the dentist concerned with that patient.
Any written complaint should be addressed to the practice manager, and should it concern aspects of your clinical care, she will pass it on to your dental team for their input.
We will acknowledge any complaint in writing and enclose a copy of this complaints policy as soon as possible – normally within 5 working days.
We will seek to investigate the complaint thoroughly and respond in writing within a reasonable period, usually 3 or 4 weeks, depending on the complexity of the complaint and the staff involved.
We will keep proper and comprehensive records of any complaint that we deal with.