Whilst every effort is made to see all patients, our practice runs to a very tight schedule. If you arrive late for your allocated time, it will be regarded as a missed appointment and marked as a missed appointment.
You should provide us with as much notice as possible if you have to change or cancel an appointment. We require whenever possible at least 48 hours notice. This enables us to reschedule our list and perhaps see someone in need of emergency treatment or urgent care. If an appointment is cancelled with less than the required 48 hours notice it will be marked as a late cancellation. Failure to give adequate notice or attend an appointment will attract a fee based on £2.25 per minute of the appointment time.
Please remember that we have reserved appointment times especially for you. Therefore, we request at least 48 hours notice in order to reschedule your appointment. Failure to give adequate notice or attend an appointment will attract a fee based on £2.25 per minute of the appointment time.
If, for any reason, you miss an appointment we may contact you by phone or letter to arrange a new one. However, it is the responsibility of the patient to ensure a new appointment is arranged.
We hope that we will always provide care that meets and hopefully exceeds your expectations but if you feel that something was not not right, you have the opportunity to bring this to our attention so that we can address and rectify it as quickly as possible.
It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, we investigate them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint.
If you are not entirely satisfied with any aspect of our care or service please let us know as soon as possible to allow us to address your concerns promptly.
If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly to NHS England at [email protected] with ‘For the attention of the complaints team’ in the subject line.
Amber Khaliq is the Complaints Manager and will be your personal contact to assist you with any complaints. If your verbal complaint is not resolved to your satisfaction within 24 hours or if you complain in writing, the Complaints Manager will acknowledge it in writing within 3 working days and will aim to provide a full response in writing as soon as practical.
If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when the person is next available. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible only by those who need to know about your complaint.
If the complaint investigation takes longer than anticipated the Complaints Manager will keep you informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed.
When the investigation has been completed, you will be informed of its outcome in writing and invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.
We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take it further, please see the contacts below.
Alternatively you may put it in writing addressed to:
Oak End Dental Practice
1 Oak End Way
Telephone: 01753 893387
Email: [email protected]
You can also get support with making a complaint from:
Independent Complaints Advocacy Service (ICAS)
Telephone: 0845 337 3059
If you are unhappy with the response you receive from us you should contact:
For Private Care
For private dental treatment you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk
For NHS Care
If you are still unhappy about your NHS complaint, you can contact the Parliamentary Health Ombudsman (England): by calling 0345 015 4033 or visiting www.ombudsman.org.uk
You can also contact The Care Quality Commission (CQC) who regulates private and NHS dental care services in England by calling 03000 616161. They can take action against a service provider that is not meeting their standards
The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org contact them on [email protected] or by calling 020 7167 6000