Quinlan Dental Care Complaints Procedure

In this practice we take complaints very seriously indeed and work very hard to ensure that our patients are pleased with their experience at Quinlan Dental Care.. 

When patients complain, they are dealt with courteously and promptly so that the matter is reviewed and 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 customers’ concerns in a caring and sensitive way. 

1. The person responsible for dealing with any complaint about the service which we provide is Paul Quinlan, Practice Manager. 

1. If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the Practice Manager immediately. If the Practice Manager is not available at the time, then the patient will be informed when they will be able to talk to the Practice Manager and arrangements will be made for this to happen. The members of staff will take brief details of the complaint and pass them on to the Practice Manager. 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. 

1. If the patient complains in writing or by email, it will be passed on immediately to the Practice Manager, Paul Quinlan 

1. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen. 

1. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days. 

1. We will seek to investigate the complaint within ten working days of receipt 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 them 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. 

1. We will confirm the decision about the complaint in writing immediately after completing our investigation. 

1. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint. 

1. If patients are not satisfied with the result of our procedure, then a complaint may be made to: 

Dental Council of Ireland 

The Dental Council is the regulatory body for dental professionals in Ireland. It sets the standards for dental practitioners and ensures that all dentists practicing in Ireland meet those standards. 

Address: 57 Merrion Square, Dublin 2, D02 EH90, Ireland 

Telephone: +353 1 676 2069 

Website: www.dentalcouncil.ie 

Health Service Executive (HSE) 

While not a direct counterpart, the HSE provides various health services in Ireland and handles complaints related to public health services, including dental services. For complaints specifically about dental services received under the public healthcare system, the HSE would be involved. 

Contact Information: The contact details can vary depending on the region within Ireland. It’s best to start by visiting the HSE’s official website to navigate to the appropriate contact form or phone number. 

Website: www.hse.ie 

Irish Dental Association (IDA) 

Although the IDA is primarily a professional association rather than a regulatory body, it offers guidance and support to both dental professionals and patients. They may provide advice on resolving disputes or complaints against dental practitioners. 

Address: Unit 2 Leopardstown Office Park, Sandyford, Dublin 18, D18 P9N2, Ireland 

Telephone: +353 1 295 0072 

Website: www.dentist.ie