The DCS is receiving increasing volumes of website visitors with 614 visits a week during January 2013 to March 2013. The new website will help patients, members of the public and dental team members find out more about how the service can help.
The website can be found at www.dentalcomplaints.org.uk. It includes a short guide to complaints handling for dental professionals, an online video explaining the role of the DCS and advice for patients wanting to make a complaint.
About the DCS
The DCS deals with complaints about private dental care and will refer NHS patients to the right body.
• The DCS received nearly 14,000 calls during 2012
• Last year the DCS opened more than 2000 complaints, nearly twice as many as when the service began in 2006.
• Two thirds of complaints are resolved in less than a week.
The most common complaints are about fillings, root canals, crowns and dentures with many cases usually resulting in an apology, a refund or remedial treatment.
95 per cent of patients using the DCS this year considered the quality of the service to be ‘good’ or ‘excellent’, with positive feedback on the effectiveness, customer service and promptness of service.
What have patients said about the service?
"The Complaints Officer was very kind to me on the phone and put me at ease straightaway."
"My Complaints Officer gave me excellent advice enabling me to sort thing out with the dentist. She kept in touch to see if progress was being made. The whole experience was made stress free for me."
"All aspects of your service were excellent."
"Your staff were very understanding and helpful, which put me at ease as I didn't know where to turn. The Complaints Officer was informative and caring towards my complaint. She kept our communication fluid and up to date."
What have dental professionals said about the service?
"The complaint was approached and sorted in a quick and fair way."
"The manner in which I was initially contacted was very friendly and professional. the process was explained in detail and I was given the opportunity to ask questions."
"Such a polite and efficient service."