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Our Promise

WE PROMISE TO:

welcome you in a pleasant and comfortable professional environment
provide our patients with the high standard of dental care we would expect to receive ourselves
guarantee our dental work for a minimum of twelve months unless discussed otherwise
ensure that our team keeps up to date with current skills and knowledge through investment in continual training and personal development.
treat everyone with respect, listen to any concerns and communicate with patients in a courteous, friendly and professional manner.
try our very best to keep on time
clearly describe and explain the nature of your treatment and provide written confirmation of costs
comply with current guidelines for standards of cleanliness and the British Dental Association's guidelines on infection control
look after your general health and safety while you are receiving dental care
maintain complete confidentiality at all times
welcome feedback and deal promptly with any complaints

WE ASK YOU TO:

arrive in time for your appointments
look after the dental work we provide, following instructions given.
talk to us, let us know what you think of what we do; right and wrong
attend all appointments as requested or alternatively provide a minimum of 24 hours notice if appointments need to be cancelled.
pay for treatment as requested
kindly recommend us to your family and friends if you are happy with the service and treatment we provide you.


Feedback



Let us know what you think of what we do; right and wrong


Our Complaints Procedure.



In this practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.


Our aim is to react to complaints in the way in which we would want our 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.


1. The person responsible for dealing with any complaint about the service, which we provide, is JANICE CLEARY our Complaints Manager.


2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to the dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.


3. If the patient complains in writing the letter or email will be passed on immediately to the Complaints Manager.


4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.


5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within THREE DAYS working days.


6. We will seek to investigate the complaint within 10 DAYS working days of receipt to give an explanation of the circumstances that led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within 10 working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.


7. We will confirm the decision about the complaint in writing immediately after completing our investigation.


8. Proper and comprehensive records are kept of any complaint received.


9. If patients are not satisfied with the result of our procedure then a complaint may be made to:

For complaints about NHS treatment.

North of Tyne PCT :
Patient experience manager NHS North of Tyne 1 Esh Plaza Sir Bobby Robson Way Great Park Newcastle upon Tyne NE13 9BA

or

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP, telephone: 0345 015 4033 or www.ombudsman.org.uk

For complaints about private treatment.

The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER (Telephone: 08456 120 540)

For complaints about professional misconduct, the dentists’ regulatory body

The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone: 0845 222 4141)
Last updated March 28th, 2012