Share your Experience
The practice is committed to offering high standards of care and service to all our patients. We welcome all feedback, both positive and areas where we can improve, or if you have a complaint.
You can share your feedback by many means including :
Or completing the online form by clicking here,
Writing to our practice:
Hopvine House Dental Practice
21 Clay Street
Ely, Cambs CB7 5HJ
Telephone : 01353 720577
or you can share your experience with the Care Quality Commission directly by going to http://www.cqc.org.uk/share-your-experience-finder
If we have failed to meet your requirements we will make best endeavours to deal with any dissatisfaction promptly and courteously and learn from our mistakes. Our Practice Manager – Sue Wright is the first point of contact should you have cause for concern or complaint.
If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer them to Esther McIntyre, Practice Manager.
If she is not available at the time, then the patient will be told when they will be able to talk to the dentist and arrangements will be made for this to happen. 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 someone else to deal with it.
- Patients will receive an initial complaint acknowledgement within 3 working days from receipt of any correspondence with an offer to discuss the matter further.
- We will make every effort to fully investigate the issue properly and appropriately within 28 working days. If there are any delays in investigation we will notify the patient about it, providing reasons and the likely date for its completion.
- We keep comprehensive records and will write to the patient with a detailed report signed by the “responsible person”. The report will contain an explanation of the complaint, what has been considered, what conclusions have been reached including any remedial actions taken and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.
- Proper and comprehensive records are kept of any complaint received.
- If the patient is still dissatisfied after following the Practice procedure the patient will be informed of their right to contact the Health Service Ombudsman or Local Government Ombudsman.
- Patients who have complained will not be discriminated against in the future.