Complaints policy

Dental Logic Truro welcomes comments, compliments, concerns and complaints. We always aim to provide the best care we can. However, we know that sometimes things can go wrong. When this happens we believe that it is often most effective to sort problems out quickly and informally. Please talk to any member of staff if you have a problem or concern. If you need impartial help or advice in resolving a problem the Patient Advice and Liaison Service (PALS) can help you.

There are two stages to the Complaints Procedure. The first stage is called ‘Local Resolution’. This is where we work with you to resolve your complaint. If after this, you feel your complaint to be still unresolved you can progress to the second stage by approaching the Parliamentary and Health Service Ombudsman for an ‘Independent Review’.

If you want to make a formal complaint, please contact the Complaints Manager, Nicola McConnell. You can do this in writing (including email), by phone or in person. The Independent Complaints Advocacy Service (ICAS) can help you make a complaint if you wish.

Please try to make your complaint as soon as possible. There are time limits; normally 12 months after the event you are complaining about (or become aware of the matter for complaint). However, there are exceptions to this and we will always try to help as much as we can.

If you are making a complaint on behalf of another person, we may need to ask that person’s consent before investigating the complaint.

The Complaint’s Manager, or representative, will discuss with you how you would like your complaint resolved and how long this might take. The person who investigates your complaint may need to talk too other staff and look at your medical/ dental records. They will be careful to ensure that any information about you is kept confidential. Your complaint will not be recorded in your medical notes.

We will acknowledge your complaint and how we have agreed to resolve it within 5 working days. We will keep you informed of progress; letting you know of any delays in resolving your complaint. We will usually advise you of the outcome by letter; however we are also happy to meet with you. We will let you know the outcome of the investigation and of action taken as a result. If you are unhappy with any aspect of how we have handled your complaint, we would prefer you tell us. This means that we can discuss if there are any other ways of locally resolving your concerns.

Useful Contact Numbers

Patient Advice and Liaison Service (PALS)

Address; Royal Cornwall Hospital, Treliske, Truro

Telephone; 01872 252793

 

Independent Complaints Advocacy Service (ICAS),

Address; 1st Floor, 17 dean Street, Liskeard, PL14 4AB.

Telephone; 03304 409 008 or 01579 346720

 

The Parliamentary and Health Service Ombudsman.

Website; www.ombudsman.org.uk

Telephone; 0345 015 4033

 

Devon, Cornwall & IOS NHS Area Team

Address: Peninsula House, Kingsmill Road, Tamar View Industrial Estate, Cornwall, PL12 6LE

Telephone: 01752 679250

 

Contact us;

Business Manager, Dental Logic Truro, 5 Little Castle Street, Truro, Cornwall TR1 3DL

Tel: 01872 573993

Learn more about Dental Logic treatments here

What Our Patients Say

"I am a new patient at the practice and needed extensive treatment. I have complete confidence in all the decision making and feel very comfortable and relaxed. The whole team are friendly and helpful."
March 7 2019
"Fabulous experience from start to finish for implant work amazing team thank you to all of you"
Feb 27 2019
"Very happy with the procedure everything went well and kept informed at every stage as to what was happening."
March 15 2019
"Always friendly and considerate, especially as I’m nervous patient!"
Feb 14 2019
"After years of not being able to go to the dentist from fear Chris and his team have completely changed that for me. I have never felt better about my smile and cannot recommend them enough"
Dec 11 2018
"Very professional, caring and friendly and I highly recommend this practice."
Nov 27 2018
"I had my Invisalign fitted and so far have been wonderful, the staff are amazing and friendly. I also had a filling which I was very nervous about. It was absolutely pain free. This will be my dentist from now on. Highly recommend."
Nov 13 2018
"Friendly, professional and innovative."
Oct 9 2018
"Completely improved my confidence in my appearance, the whole journey with Chris with this transformation of having my teeth straightened has been enjoyable with no pain, I would highly recommend Chris and his team as they explain each stage and progress throughout the treatment. "
Sep 28 2018