Genix Healthcare takes complaints very seriously and tries 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 the following objective.


“Genix Healthcare aims to react in the way in which we would want our complaint about a service to be handled. We learn from our every mistake that we make and we respond to patients’ concerns in a caring and sensitive way.”


The Procedure


  1. The person responsible for dealing with any complaint about the service we provide is the Practice Manager.
  2. If a patient complains on the telephone or at the reception desk, we will listen to his/her complaint and offer to refer him/her to the Practice Manager immediately.

If the Practice Manager is not available at the time, then the patient will be told when he/she 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 handle the complaint.

  1. If the patient is writing the letter will be passed on immediately to the Practice Manager.
  2. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to Genix Healthcare’s head office unless the patient does not want this to happen.
  3. 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. 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 we are unable to investigate the complaint within ten working days we will notify the patient, giving reason for the delay and a likely period within which the investigation will be completed.
  4. We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.
  5. Proper and comprehensive reports are kept of any complaint received
  6. If patients are not satisfied with the result of our procedure, then a complaint may be referred to:



For complaints about NHS treatment either the:


The dentists’ registration body


For complaints about private treatment.


NHS ____________________




Parliamentary and Health

Service Ombudsman,

Millbank Tower,




Telephone:0345 0154033


General Dental Council

37 Wimpole Road






The Dental Complaints Service,

The Lansdowne Building,

2 Lansdowne Road, Croydon,

Greater London

CR9 2ER,

08456 120 540 or


Aug 2019

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