Complaints Proceedure

In the event you have a problem or complaint with any treatment received at Edinburgh denture clinic you can expect it to be dealt with swiftly and professionally in the following way!

First step is to contact Mr Roger McLachlan at the clinic and tell him what your complaint/problem may be and he will give you an appointment as soon as possible (within no more than couple of days) so that he can see what the issue is and determine the best course of action to rectify/fix the problem.

When you come in for your appointment Mr McLachlan will have a thorough look at the issue that you are not happy with, listen carefully to your concerns, and will discuss with you the complaint and what he can do to try and resolve the issue,(you will be fully involved and will be able to ask any questions or air any concerns you may have and will in no way be made feel uncomfortable about complaining) as it is just as important to rectify problems as it is to give treatment in the first place. When Mr McLachlan has inspected and identified the issue and determined the best way to solve the problem, he will give you a time scale (if it is just something simple to adjust/fix then it will be completed at this appointment, if it is a more complex issue he will make the rectification of the problem his first priority and try and have this resolved in no more than 1.5 weeks (quicker if at all possible) as long as we can agree appointment times for you to attend and have any new impressions etc that may be required to complete the work, and any required appointments at that stage so you will know what to expect and what is going to be done to resolve the issue. Please note, there will be no more charges to rectify the problem.

You also have the right to complain to

HEALTHCARE IMPROVEMENT SCOTLAND at any time on 0131 623 4342 or by email to NATALIEGRAHAM8@NHS.SCOT

OR VISIT THE WEBSITE WWW.HEALTHCAREIMPROVEMENTSCOTLAND.ORG

Health improvement Scotland, Gyle square, 1 south gyle crescent, Edinburgh,EH12 9EB

Any further questions?’