Our commitment to excellence begins by hearing from you and understanding how we can continue to improve our services to meet and exceed your expectations.
If you have been happy with our services, the best compliment that we can receive from you is to refer another patient to our clinic. But we also like to learn what aspects of your care were most satisfying to you. Was it our people on the telephone who made your appointment, the receptionist that welcomed you to our clinic or the doctor who provided you with high quality care? We like to hear from you if anyone of our team members made you feel special as your comments will only encourage us to do better.
Occasionally, we can miss the opportunity to make you happy. Certainly this is not our intention but we know that communication gaps or technical problems can arise that may affect your perception about us. If this is ever the case, we like you to know that we will do everything that we can reasonably do, in our power to make it right for you. Therefore, we like you to tell us if we have not met your expectations in a certain way so we can resolve it as soon as possible.
In order to make the process easier and for you to reach appropriate level of management in our company, we encourage you to follow the steps below. Sooner we know about a problem, sooner we can get it resolved.
Step 1. Write to us with all of the facts about your case, please include the date, incident, the name of the person(s) involved as best as you can remember it. Please provide all supporting documents.
Step 2. Email us your statement to email@example.com
Step 3. Allow us to review your complaint, discuss your case with various people involved and decide the best way to resolve your case. This process can take up to two weeks, please be patient. If this is an urgent or an emergency dental matter, then, please contact our customer service department and we will do our best to help you. But, please remember all of our internal investigations require a minimum of 2 weeks’ time.
Step 4. Receive an email from us notifying you of the result of our investigation. We understand that sometimes the conclusion of the results of our investigation may not be what you had in mind and you would prefer to take your complaint further. In these situations, only after the initial investigation that was performed and only if you are still not satisfied with the results, you may want to file your complaint with our peer review committee. Our peer review committee, consists of at least 3 dental professionals, 1person from the senior leadership team and one ordinary public individual. They will evaluate your complaint and make a final decision about your complaint. The process to investigate your complaint and bring the peer review committee together so they can review your case and make a final decision, depending on the complexity of your case can take anywhere from 30-90 days. The following are the formal steps in filing your complaint with our peer review board committee:
If you would like to send us your comments, compliments, or complaints in writing, you may write to us at: