Dental Treatment and COVID-19 - PLEASE READ

Following the announcement by the government on 28th May, we are incredibly pleased and excited to announce that we will be re-opening our practice soon!

At Dentalcare Group patient safety and comfort is of paramount importance, and we have spent the time during closure upgrading the clinic and introducing the following measures to keep our patients and staff SAFER than ever.

The clinic as you are aware has always been a very clean and safe environment. However, we have placed hand sanitisers at entry points, upgraded our PPE and redesigned the patient journey in line with social distancing.

We will be conducting pre-screening tests of patients which is likely to include taking your temperature on arrival.

We have had to cancel numerous appointments since the lockdown began 3 months ago and will initially be prioritising appointments for our existing patients who have had dental emergencies or appointments cancelled, in order of urgency. Please do not attend the clinic unless you have an appointment.

We thank you all for your patience during this difficult time and look forward to seeing you again soon!

We will be in touch as soon as we are ready to see you!

Complaints handling policy
Code of practice for private patient complaints

 

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 that we provide is Ranjit Dharwar. 

2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer them to our practice manager immediately. If the practice manager is not available, or we cannot arrange a meeting 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 will be passed on immediately to the Ranjit Dharwar. 

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 working days. 

6. We will seek to investigate the complaint within ten 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 ten 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: 

• Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA (Telephone: 08456 120 540) for complaints about private treatment
• The General Dental Council, 37 Wimpole Street, , W1M 8DQ (Telephone: 0845 222 4141), the dentists’ regulatory body for complaints about professional misconduct.