CONTACT INFORMATION
If you have any queries regarding our treatments, this website or the surgery itself, feel free to contact us by telephone, email or post. We hope that you found our site most useful.
(We have wheelchair access but don't have disabled toilet.)
Monday: 8.30 AM – 5.00 PM
Tuesday: 8.30 AM – 4.00 PM
Wednesday: 8.30 AM – 5.00 PM
Thursday: 8.30 AM – 5.00 PM
Friday: 8.30 AM – 5.00 PM
Saturday: By prior appointment
Sunday: Closed
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Complaints handling policy
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 courteously and promptly so that the matter is resolved as quickly as possible, often verbally and without the need to write in.
We will do our best to achieve our patients’ satisfaction by local resolution within the surgery. So, your first point of contact should be us.
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.
- The person responsible for dealing with any complaint about the service that we provide is Dr Gore, our Complaints Manager
- 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 that 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
- If the patient complains in writing, the letter will be passed on immediately to the Complaints Manager
- 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
- We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days
- We will seek to investigate the complaint within 14 working days of receipt to give an explanation of the circumstances which 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 14 working days, we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed
- We will confirm the decision about the complaint in writing immediately after completing our investigation or where appropriate speak to them on telephone
- We keep proper and comprehensive records of any complaint received
- In the unlikely event that patients are not satisfied with the result of our procedure, then a complaint may be made to: The Dental Complaints Service Telephone: 020 8253 0800
(Monday – Friday: 9am – 5pm)
Email: info@dentalcomplaints.org.uk
Write to: Dental Complaints Service
Stephenson House
2 Cherry Orchard Road
Croydon CR0 6BA
They have trained and impartial advisors. This is their official advice taken from their website:
“We will always suggest that you contact your dental professional and give them the opportunity to resolve matters first. In our experience, they often welcome the opportunity to deal with any concerns that you may have”.
Parliamentary and Health Service Ombudsman
Website: www.ombudsman.org.uk
Customer helpline: 0345 015 4033
Monday – Friday: 8:30am – 5:30pm
