Please take a moment to read through the following information and also to complete our customer satisfaction form.
In this practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service.
If you have a complaint, it will be handled courteously and promptly so that the matter is resolved as quickly as possible.
Our aim is to react to complaints in a way in which we would wish our own complaint about a service to be handled.
We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.
The person responsible for dealing with any complaint about the service which we provide is Amar Patel.
A member of staff can take brief details of any complaint and pass it on to him.
Any letter of complaint should be addressed to Amar Patel at the practice address.
We aim to acknowledge each complaint within 2 days either in person or by telephone if possible. We will aim to respond in writing with a decision about the complaint within 14 days of the first communication. If for some reason this is not possible, we will inform you.
Our response will include an explanation of events from the viewpoint of the practice, an apology where appropriate and details of what has been done to prevent a recurrence of the problem within the practice, if necessary.
Proper and comprehensive records are kept of any complaint received.
If patients are not satisfied with the result of our procedure then a complaint may be made to:
Denplan Complaints Handling and Risk Management Department
Telephone: 0800 169 7220 – for complaints about treatment under Denplan
The Dental Complaints Service,
The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER - for complaints about private treatment
Telephone: 08456 120 540
The Parliamentary and Health Ombudsman (PHSO),
Telephone 0345 015 4033 for complaints about treatment under the NHS
The General Dental Council,
37 Wimpole Street, London, W1M 8DQ - the dentists’ regulatory body for complaints about professional misconduct
Telephone: 0845 222 4141
We are a preventative orientated practice encouraging maintenance of dental health through regular attendance, routine treatment and advice
We operate an appointment only service and not a ‘drop in’ service for emergencies
Payment is required at each appointment for any treatment or advice which has been provided at that visit.
Due to the high cost of practice overheads, it is necessary for us to make a charge for all missed appointments and short notice cancellations.
We routinely ask for deposits to secure appointments. The deposit is lost if you do not attend the appointment, or you cancel with less than 24hrs notice.
For our registered patients, we offer emergency appointments within 24hrs, and out of hours emergency cover. Please call before 10.00am if you wish to be seen on the same day.
To become a registered patient, you are required to complete an initial course of treatment and attend the practice for routine examinations at least every 2 years.
If a recommended course of necessary treatment is not completed, or you do not re-attend within 2 years, you will not be entitled to registered patient benefits such as emergency appointments within 24hrs.
To register at the practice, please contact us to book an appointment for an initial consultation. Typically this will take around 30 minutes, so please make sure that you allow enough time. We will carry out a thorough examination of your mouth, teeth and gums, and provide full explanations of any treatments required together with a full written estimate of costs.
Seeing a dentist form a young age ensures that your child benefits from the best preventative advice. We can identify and minimise possible dental problems in the future. We have a range of option for your children’s dental health.
Due to the high cost of practice overheads, it is necessary for us to make a charge in full for all missed appointments or short notice cancellations. If you need to cancel an appointment, we require 24 hours notice. For cancellations of less than 24 hours, we will endeavor to fill the appointment time with another patient, but there will be a charge if this is not possible.
Mon 9.00am - 5.30pm Tues 9.00am - 5.30pm Weds 9.00am - 7.00pm Thur 9.00am - 6.30pm Fri 8.00am - 5.00pm, Sat 9.30am - 1.00pm
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