At Portman Smile Clinic we pride ourselves on the high quality of care we provide our patients. Our aim is to look after you as we wish to be looked after ourselves.
However, if you have any concerns or comments regarding your orthodontic care, we will address these as a matter of priority.
We welcome all feedback, both positive and negative, regarding all feedback as an opportunity to learn and improve our service in the future. We will not react unnecessarily defensively, and your confidentiality and access to our services will be protected.
You can make a complaint directly to your orthodontist or any member of the practice team, either verbally or in writing.
How can I raise my concern or feedback?
Verbal and/or in person
A verbal complaint can be made in person or via telephone, the complaint will be immediately logged by the member of the team you talk to, and we will try and resolve your concerns at the time. If appropriate, the Practice Manager will discuss your complaint with you to try and resolve the situation. As all of our clinicians operate as independent practitioners, any complaint concerning clinical care will be immediately passed to your treating clinician, who will be available to discuss and resolve your concerns.
Written or Email
You can make a complaint in writing or via email for the attention of the Practice Manager or the clinician, and it will be handled as outlined below.
If we think there will be a delay in providing a full response, we’ll let you know, and from there we’ll keep you updated every 10 working days of the progress of your complaint until we are able to provide our full response.
What do I do if I’m not satisfied with the complaints process?
If you’re not happy with how your complaint has been handled, then please get in touch with our Complaints team, who can be contacted at [email protected]
Please note that complaints about Clinicians will be passed back to them for a secondary review.
For a copy of our complaints leaflet which outlines our process and core principles, or for information of how to escalate your complaint should you wish to, please download our complaints leaflet below for more information.
You can contact independent bodies directly to raise your concerns. Contact information for these bodies can be found in our complaint’s leaflets.