Patient Complaints Procedure
At Kinsale Dental our aim is to provide excellent care with open and honest advice. We value all patients and welcome your feedback, comments, concerns and complaints in a positive way as a means to reviewing our services and improving our patient care. Kinsale Dental take all views very seriously and will respond to your complaints timely and courteously. Your concern will be confidential to the parties involved.
Feedback, Comments and Concerns
Our team want you to let us know if something is important to you, such as:
What you think about the care and treatment you have received;
What we have done well;
Whether you have any concerns. E.g. about your appointment wait time or the facilities at the practice;
If you have any suggestions to help us improve things;
You don’t understand something and need more information about our services.
You can tell us by:
Talking to a team member at the practice;
Calling our team 021 4772788
E-mailing our team; firstname.lastname@example.org
In writing to: Practice Management, Kinsale Dental, Pearse Street, Kinsale, Co. Cork, P17 XK02
A review survey is e-mailed to you following your appointment. We welcome google reviews. Please note your google review content is public.
We encourage open communication and invite you to address your concern with the team member directly at the immediate time of your concern. We ask for your complaint as close to the event as possible to complain, or upon finding out you have a reason to complain (within 6 months).
If you feel you are not satisfied with your response, Monique Le Feuvre is the Complaints Manager and will be your personal contact to assist you with any complaints. We aim to provide a full response to your concern within 30 working days. If the complaints manager is unavailable we will take brief details about your concern and will arrange contact that is suitable for you and the practice. We will keep comprehensive and confidential records of your complaint, which will be stored internal to Kinsale dental either electronically or physically, and only accessible by those who need to know about your complaint. If the complaint investigation takes longer than anticipated, our complaints manager will contact you every 10 working days to keep you informed of the reason for any delays, the progress of the investigation and the proposed date it will be completed.
Resolution to your complaint may include a meeting with the nominated team member, a formal apology, refunding fees paid, replacing treatment, crediting your treatment fee, referring you for specialist treatment to meet your needs and resolve the complaint.
Our complaints resolution is in line with the professional guidance issued by the Dental Council. If you are unhappy with the response from Kinsale Dental you may address your concern with the Dental Council via https://dentalcomplaints.ie/for-patients/