GENERAL INFORMATION

You can express a preference about which dentist you will see. We will make reasonable efforts to ensure that the request is met, but this may not always be possible. Should you wish to express a preference of dentist, please state who you would like to be seen by when booking your appointment.

English is the spoken language at our practice but an interpreter will be contacted if required.

We endeavour to see all patients and our practice has been designed so patients with disabilities can access care. If you do have any disability that you think we need to know about please give us a call before your appointment and we will do our best to put suitable arrangements in place to accommodate your needs.

Missing appointments wastes time and resources which are needed for other patients. Our practice policy is if, on more than one occasion, patients cancel with less than 24 hours’ notice or do not attend an appointment, then we may no longer be able to offer NHS treatment. We will of course take any special circumstances into account (the practice manager has the final say).

Patients who are violent or abusive to practice personnel, to other patients or anyone else on the practice premises will be refused treatment and reported to the appropriate authorities.

We accept the following methods of payment at the practice: Cash and all major credit and debit cards.

COMPLAINTS PROCEDURE

We aim to make your experience at the practice as pleasurable as possible. However, should you have any complaints, please contact Miss Lauren Slack (Practice Manager) on  01709 910042 or ask for a meeting at the practice where we will be able to deal with your complaint and talk you through our procedure.

Practice complaints procedure

If you have a complaint or concern about the service you have received from the Dentist or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints system adheres to national criteria.

How to complain

We hope that most problems can be sorted our easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint;

  • within 6 months of the incident that caused the problem; or
  • within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaints should be addressed to Lauren Slack (Practice Manager). Alternatively, you may ask for an appointment with Lauren Slack in order to discuss your concerns, They will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible with your complaint.

What shall we do

We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with those involved. In investigating your complaint, we shall aim to:

  • find out what happened and what went wrong;
  • make it possible for you to discuss the problem with those concerned, if you would like this;
  • make sure you receive an apology, where this is appropriate;
  • identify what we can do to make sure the problem doesn’t happen again.

Complaining of behalf of someone else

Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you know that you have permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of physical or mental illness) of providing this.

Complaining to the health authority

We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. But this does not affect your right to approach the local health authority, if you feel you cannot raise your complaint with us.

 

PATIENT CONFIDENTIALITY

We take patient confidentiality extremely seriously at the Edlington Dental practice and all personal information is treated in the strictest confidence. Only members of staff have access to patient information and we have a strict confidentiality policy. To see a copy of this policy, please ask at reception.