In this practice we take complaints very seriously indeed 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.
The person responsible for dealing with any complaint about the service which we provide Mrs Heather Edwards, Practice Manager.
If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the Practice Manager immediately. If the Practice Manager is not available at the time, then the patient will be informed when they will be able to talk to the Practice Manager and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the Practice Manager. 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 or by email, it will be passed on immediately to the Practice Manager, Mrs Heather Edwards.
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 acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
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.
We will confirm the decision about the complaint in writing immediately after completing our investigation.
Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
If patients are not satisfied with the result of our procedure then a complaint may be made to:
The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 www.ombudsman.org.uk
The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540 www.dentalcomplaints.org.uk
The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct
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What our patients say
"I have been using this Dental practice for a few years now and the staff have always been very professional…"
Excellent service, we were seen within 5 minutes of arrival, so glad we came back to you as following a recent move we decided to try a nearer vets who were part of a chain but they sadly offered a very poor & expensive service!Thanks again.
I've been using Appleton Park Dental for nearly 30 years and it's always been great. I was apprehensive when the changes happened a couple of years back but I'm so pleased that I stayed with them as all the staff are wonderful.
My recent experience has bee ongoing check-ups and dental hygiene + some minor treatments from that and also an implant and crown to replace a tooth lost some years ago.Everyone at Appleton Park Dental has been pleasant and cheerful, the check-ups/cleaning & treatments have been thorough. The options to fix the missing tooth were well explained and executed and I'm delighted with the outcome so far. The only reason for the lost star in my rating is the wait times are long. Firstly to get the replacement process underway and secondly most appointments seem to commence at least 30 minutes after the appointment time.Ultimately its probably been worth the waits, but there is room for improvement in that area.
What a great practice- My Daughter has had terrible trouble with her front teeth resulting in root canal treatment.Dr THANAA ABDULLAH was absolutely fantastic, thank you so much.Today I visited the dentist myself for a filling, I am a very nervous patient and Hugh Garvey and Laura made me feel at ease. I would highly recommend this practice.
I wont lie, I hate the Dentist, however the 2 ladies that looked after me yesterday couldnt have been more lovely and patient. it was not an easy job either, which took a good 45 minutes, but they were so lovely and I would highly recommend :)
It was my first time at Appleton Park Dental today. I have left feeling so happy. Everyone is so friendly & helpful. Straight away I was made to feel at ease. What a wonderful team. Thank you so much.Would highly recommend.
From the minute you ring the bell you are made to feel welcome and at ease. Reception staff are lovely. Dr Mirsar is great very kind, gentle and patient. The practice is always very clean and tidy. I am a very happy patient there. Thankyou
I took my toddler son for his very first check up yesterday. Hugh the dentist and dental nurse were amazing with my son making him feel at ease. Thank you. I also had my first visit at this practice today again with Hugh. Again i felt at ease and Hugh answered all my questions i had. Alrrady booked my next checkup and an an appointment with the hygienist. The receptionists are really helpful too.Thank you to you all :-)