Complaints Information
We want all our patients to be pleased with the service they receive, so we take complaints seriously. If a patient makes a complaint, we will deal with it promptly and courteously. Our aim is to resolve the matter as quickly as possible following the agreed procedure and, wherever possible, to the satisfaction of the patient.
A complaint may indicate a failing on our part, which we can learn from and make improvements to our service. We will adopt a ‘no blame’ approach when investigating a complaint and especially where individuals are identified, with the aim of reaching a satisfactory conclusion. We will, at all times, be polite and respectful to our patients.
The Practice Complaints Manager Katie Esposito is responsible for dealing with all complaints about our service.
If a patient makes a complaint in person or by telephone, the member of staff receiving the complaint makes an initial record of their concerns and checks this for accuracy with the patient. The patient is given a copy of the record and the original is passed to the Complaints Manager. If the Complaints Manager is available, the patient is asked whether they would like to see her immediately. Otherwise the patient is advised when the Complaints Manager will make contact to arrange a meeting in person or by telephone.
If the patient complains in writing or by e-mail, the complaint will be passed immediately to the Complaints Manager.
Complaints about clinical care or the amount charged for treatment will be referred to the dentist concerned, unless the patient requests otherwise.
All complaints are acknowledged in writing within two working days. When writing to the patient we will include:
We will investigate the complaint speedily and efficiently and, as far a reasonably practicable, will keep the patient informed of our progress. Investigations will normally be completed within ten working days.
On completion of our investigation, we will provide the patient with a full written report, which will include:
Proper and comprehensive records will kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
If a patient is not satisfied with the result, then the complaint may be referred to:
Our dental hygiene service forms an essential part of our practice ethos as we aim to prevent dental decay and gum disease. Our highly skilled dental hygienists have been successfully cleaning and maintaining healthy mouths for many years.
Some people are concerned with the facial ageing process with common concerns being wrinkling as well as a loss of structure and volume from their face.
If you have a broken tooth or are suffering from toothache our team will work extremely hard on your behalf to prioritise your emergency.
There are many ways to repair teeth but the most commonly used techniques are fillings and crowns. There are also different materials that can be used such as metallic, resin and ceramic based materials.
For some having missing teeth can be an aesthetic concern affecting confidence. For others it can be a functional problem as it can impact upon your ability to chew your favourite foods.
If you lack confidence in the appearance of your teeth than a smile maker may be the solution. Smile makeovers involve a combination of treatments such as teeth whitening, white fillings, veneers, crowns, braces and dental implants.
If you would like to straighten your teeth for a natural and beautiful smile then orthodontic treatment may be for you. Our orthodontic journey is aimed to bring you a smile that you are proud of.
The Enlighten whitening system that we use is specifically designed to brighten and rejuvenate your smile. We have been using this system for many years as the results are exceptional.
Gum health is important for your smile, comfort, confidence and quality of life. A great deal of research has looked into the affects of gum disease on your general health.