Vermilion - The Smile Experts

Code of Practice for Patient Complaints

At Vermillion, it is our aim to ensure that all our patients are delighted with their dental experience, and we therefore take any complain or cause for concern very seriously. If a patient complains, they are dealt with courteously and promptly so that the matter is resolved as quickly and efficiently as possible in a caring and sensitive manner.

Vermilion’s Code of Practice for Complaints is as follows:

  • If a patient complains on the telephone or at the reception desk, we will listen to their complaint
    and offer to refer him or her to Kay MacMillan the General Manager.
  • If the General Manager is not available at that time, arrangements will be made for a follow up call
    to be made by the relevant 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 an alternative
    Vermilion senior member of staff to deal with it.
  • If the patient complains in writing the letter will be passed on immediately to the General Manager.
  • If a complaint is about any aspect of clinical care or associated charges it will normally be referred
    to the clinician, unless the patient does not want this to happen.
  • We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice
    as soon as possible, normally within five working days.
  • We will seek to investigate the complaint within 20 working days of receipt to provide 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 20 days, we will notify the patient, giving reasons for the delay and a likely period
    within which the investigation will be completed.
  • We will confirm the decision about the complaint in writing immediately after completing our
    investigation.
  • Proper and comprehensive records are kept for every complaint received.
  • If patients are not satisfied with the result of our procedure, then a complaint may be made to:
    • Health Improvement Scotland, Gyle Square, 1 South Gyle Crescent, Edinburgh EH12 9EB
      (Telephone: 0131 623 4300) for complaints about our treatment
    • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone: 0845 222
      4141), the dentists’ regulatory body for complaints about professional misconduct.