It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, we investigate them in a full and fair way and take great care to protect your confidentiality.
If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly. We will never discriminate against patients who have made a complaint. Please address all complaints to Mrs Alison Turnbull who is the Practice Manager. If we cannot resolve your complaint immediately it will be acknowledged in writing within 3 working days and we aim to provide a full response within 10 working days.
If the Practice Manager is unavailable, we will take brief details about the complaint and let you know when you can talk to a suitable team member as soon as possible. We will keep comprehensive and confidential records of your complaint, which will be stored securely. Only those persons who need to know about your complaint are informed about it and can access it.
Should the complaint need to be investigated, this may involve the person who treated you, members of the team or others. In some cased the investigation may take longer than 10 working days, in which case you will be informed about the reason for the delay, the progress of the investigation and the proposed date it will be completed.
When the investigation has been completed, you will be informed of its outcome in writing and invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the compliant.
We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take it further, please see the contacts below.
For private dental treatment, you can contact the GDC private dental complaints service by calling 0845 612 0540 or visiting www.dentalcomplaints.org.uk.
Infection control policy, Confidentiality policy, Privacy notice, Privacy notice for Children, Information on prescribing medication, why we take radiographs, Cold sore policy, Price list
Other information leaflets are available on all the treatments we offer at the practice, please ask a member of staff. We also offer any of our leaflets and information in different formats i.e. braille and large print. On request, we can also supply an interpreter should this service be required.
Prosthodontics – A prosthodontist is a dental specialist who is skilled in the replacement of missing teeth and the restoration of natural teeth. They are registered on the general dental council’s specialist list, and have had at least 4 years of postgraduate training within a teaching hospital. This type of specialist is trained to deal with complicated and simple restorations of the whole mouth as well as treating facial deformities. Common procedures treated by a prosthodontist may include dentures, fixed bridges, crowns, implants, veneers and more.
Endodontics – An endodontist is a dentist that specialises in the care and treatment and diagnosis of the dental pulp, tooth root, and surrounding tissues and in the associated practice of root canal therapy. Patients are referred to an endodontist when their nerve becomes infected.
Periodontology - A periodontist is a dental specialist that has completed an additional 4 years of specialty training in diagnosing, preventing and treating gum disease. Periodontists can also place dental implants as well as perform cosmetic periodontal treatments.
Dental Implant – A dental implant is a small screw that acts as an artificial tooth root when placed into the jawbone. It is made of titanium, a metal well-accepted by the body and one that can form a strong bond with the bone to create a stable foundation, to create an anchor for the placement of a crown, bridge or denture.
Hypodontia – Is the dental term for missing teeth. Sometimes teeth do not form, it is generally a genetic problem and often occurs in families.
An emergency service is provided so that we can continue to look after our regular patients if dental problems occur when the practice is closed. This information is available out of hours on the answer phone. Emergency appointments are available Monday to Friday during normal surgery hours. These are bookable no more than 24 hours in advance.
Time constraints limit the treatment that can be performed during emergency appointments and whilst we will endeavor to resolve your immediate problem, it will occasionally be necessary to book follow-up appointments to enable treatment completion.
Should you have an out of hours dental emergency that cannot wait, please ring the surgery on 01424 845530 where our out of hours emergency numbers will be provided.
Your call will be triaged and dependant on the problem advice will be given or a dentist will be called out to see you at the practice.
This service is only available to our registered patients. If a dentist is called out there is a minimum charge of £200 to open the surgery, any treatment carried out will incur a further charge.