Providing NHS Dentistry

Complaints

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We aim to learn from every mistake that we make and we respond to patients’ concerns in a caring and sensitive way.


If you choose to make a complaint, it can be made verbally, either in person or by telephone or in writing by letter or email. The Practice Manager (Kathryn Bedford) will speak with you directly to write down the nature of the complaint and send you acknowledgement by post or email usually within three working days providing a copy of the Complaints Procedure.

The Practice Manager will offer to discuss the complaint at a time agreed time, asking how you would like to be kept informed of developments, for example, by telephone, face to face meetings, letters or e-mail. She will keep you informed about how the complaint will be handled and the likely time that the investigation will take to be completed.

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

We will seek to investigate the complaint speedily and efficiently and we will keep you regularly informed, as far as is reasonably practicable, as to the progress of the investigation. Investigations will normally be completed within 2 months.

When we have completed our investigation, we will provide you with a full written report. The report will include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.

If you are not satisfied with the result of our procedure then a complaint may be referred to:

For complaints related to NHS practice:
NHS England
Customer Contact Centre

Telephone: 0300 311 2233

For complaints related to private practice:
Dental Complaints Service,
Stephenson House,
2 Cherry Orchard Road,
Croydon CR0 6BA

Telephone:
0208 2530800
Extraction Post-Operative Information

Appointments

When you are ready to make an appointment, please call us on 01274 690188.

Please arrive at the practice early, so that you can complete a full medical history form or review your existing medical history form if required.

If you are exempt from the NHS charges, please bring proof of your benefit with you at the start of every new course of treatment. Failure to correctly identify the exemption, or claiming free treatment where not eligible may result in a fine from the NHS Business Authority.

Patients are reminded when their regular review appointment is due by letter, email or text and patients are reminded by email of their appointment time a few days prior to their appointment.

We aim to manage our appointments system so that treatment appointments are booked no more than 3 weeks ahead. Patients should have to wait no longer than 20 minutes to be seen. Where there is a further delay we will explain the reasons.

We try to provide as much notice as possible when appointments have to be changed or cancelled.

Please advise us of any changes to your contact details (address, telephone numbers, email) to help us keep our records up to date and ensure that we are able to contact you.

Please give the practice at least 24 hours notice if you are unable to keep your appointment. If you fail to attend or provide short notice in cancelling an appointment twice in a 12 month period, we may need to review the future provision of treatment for you at the practice.

After a three year period if no appointments have been made or attended you may be at risk of being taken off the list as an NHS patient at this practice.


Emergency and Out of Hours Contact

During surgery hours: If you have an emergency please contact the practice on 01274 690188 to arrange a suitable appointment. Out of surgery hours: NHS England is responsible for providing out of hours cover. Please phone the NHS emergency number 111.

Antibiotic Advice

Before taking any antibiotics please ensure you read and follow the advice leaflet provided in the box of the prescribed antibiotics.

• Take the full course of tablets as advised by your dentist.
• Women taking Hormonal Contraception should take extra precautions when taking a course of antibiotics, as the antibiotics may prevent the contraceptive from working.
• If precribed Metronidazole please do not drink any alcohol whilst taking the course. This can cause severe stomach cramps and vomiting.
• Whilst taking antibiotics you may continue to take pain killers, such as paracetamol or ibuprofen.
• Please note that antibiotics can take up to 48 hours to become affective.

If you require further advice please contact the practice on 01274 690188.

The Care Quality Commission (CQC)

The Care Quality Commission (CQC) is a government body that ensures healthcare services provide people with safe, effective, compassionate, high-quality care. They monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety.

Our practice is CQC registered to provide services. We provide excellent patient care, follow stringent compliance and cross-infection measures, and remain committed to providing comprehensive training through our dedicated training support network. We recognise the importance of these matters and we care about the well-being of patients under our care. We hope you experience the positive service you expect when visiting our dental practices. If you have any concerns please do not hesitate to contact us.

Payment Information

Payment may be made by cash or card. Payment is required on the day that the treatment is carried out.

Certain private courses of private treatment may require a deposit to be taken prior to treatment commencing.

A treatment plan will be provided for any courses of treatment recommended whether it is NHS or private treatment. The total cost estimate for a course of treatment will be detailed in the treatment plan.

Failure to make payment on the day of treatment may result in invoking the outstanding accounts procedure which could result in a further administration fee of up to 25% being added on to the account.

Exemptions from payment

NHS treatment charges exemption criteria are listed on the NHS Choices website and at the reception desk.

If you are exempt from the NHS charges, please bring proof of your benefit with you at the start of every new course of treatment. Failure to correctly identify the exemption, or claiming free treatment where not eligible may result in a fine from the NHS Business Authority.

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