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408 Seaside, Eastbourne, East Sussex BN22 7RZ
Seaside Dental Practice
Complaints Procedure

In this practice we take complaints very seriously indeed and try to ensure that all patients are pleased with their experience of our service. 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.

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

1. The person responsible for dealing with any complaint about the service which we provide is:
    Mrs C Cannon & Dr G Nekoei

2. If a patient complains on the telephone or at the reception desk, we will listen to his or her
complaint and offer to refer him or her to Mrs C Cannon  immediately.
If Mrs C Cannon is not available at the time, then the patient will be asked when would be a convenient   
for Mrs C Cannon to contact them.
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 the deputy manager to deal with it.

3. If the patient complains in writing the letter will be passed on immediately to:
Mrs C Cannon & Dr G Nekoei

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 two working days of receipt of the complaint. We will seek to
investigate the complaint  within ten working days of the complaint being received 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 him or her on the telephone. If we are unable to investigate the complaint  
within ten working days we will notify the patient, giving reasons for the delay and a likely period within
which the investigation will be completed.

6. We will confirm the decision about the complaint in writing to the patient immediately after
completing our investigation.

7. Proper and comprehensive records are kept of any complaint received.

8. If patients are not satisfied with the result of our procedure then you can proceed to the second    stage of the complaints process and contact the Parliamentary and Health Service Ombudsman          (PHSO) to request an independent review.

    You can contact the PHSO by telephone on 0345 015 4033 or by email at:                        

Or for Private patients

Address:  Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA
Telephone: 0208 253 0800

Review: April 2021