Complaints Policy

Coronavirus COVID-19 Update

Following Government guidelines, the surgery has now reopened. We are initially prioritising those with the most urgent dental needs, with a view to resume routine dental care as soon as we can.

We are seeing patients by appointment only, please continue to call us for advice and support.

 

Although our practice has reopened please note it will not be business as usual. The treatments you are offered may be different to those you received before, depending on staff and personal protection equipment ( PPE ) available. It will take some time before services return to what you previously experienced as normal. Please be patient with us while we work towards resuming normal dental services in a safe environment.

 

You may see some changes when it is time for your next appointment. We made these changes to help protect our patients and staff. For example:

 

  • Our practice will communicate with you beforehand to ask some screening questions. You’ll be asked those same questions again at your appointment
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  • We have hand sanitiser that we will ask you to use when you enter the practice.
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  • We no longer offer magazines, children’s toys and so forth, since those items are difficult  to clean and disinfect
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  • Appointments will be managed to allow for social distancing between patients. That might mean that you’re offered fewer options for scheduling your appointment.

 

We will do our best to allow greater time between patients to reduce waiting times for you, as well as to reduce the number of patients in the reception area at any one time.

 

How you can help:

  • Please do not arrive without an appointment
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  • Please do not arrive early to the practice. Once you have arrived, please call the practice by phone      on 01992 462 043 and check in with reception. You should then wait outside the practice until called in by a nurse.
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  • Please limit the number of things you bring with you to your appointment. ONLY bring  necessary items.
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  • Please bring your own pen to sign any consent forms
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  • We may ask you to complete your medical history form at home and bring it in at your appointment. Please ensure all parts are completed and all medications are recorded on this form
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  • With the exception of children and patients with carers, patients should come alone
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  • Only one consenting adult will be able to escort a child.
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  • A face covering must be worn by anyone escorting a child or vulnerable adult into the building. This cannot be provided by the practice due to PPE shortages. All our PPE will be needed to treat our patients and protect staff and patients.
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  • A distance of at least 2 metres must be observed if another patient is present in the dental practice
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  • Payment should be made by card where possible and we will sometimes request this over the phone. If cash payment is to be made, please make sure you bring the cash in a plastic bag. Staff will not shake your hand
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  • If you show symptoms following appointment booking, you should contact the practice by phone for advise

 

The welfare of our staff and patients is extremely important to us moving into this next stage in providing your dental care.

We look forward to welcoming everyone back

 

The Team at Hoddesdon Dental Surgery

 

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 which we provide is Bindi Shah, our Complaints Manager.

2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Complaints Manager. The member of staff will take brief details of the complaint and pass them on to the Complaints Manager. If necessary we may ask you to put your complaint in writing.

3. If the patient complains in writing the letter or email will be passed on to the Complaints Manager.

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 normally within 3 working days. 

6. We will seek to investigate the complaint within 15 working days of receipt to give an explanation of the circumstances which led to the complaint.  If we are unable to investigate the complaint within 15 working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

7. When we have completed our investigation, we will provide the patient 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. 

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: 

  • The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER (Telephone: 08456 120 540) for complaints about private treatment
  • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone: 0845 222 4141), the dentists’ regulatory body for complaints about professional misconduct.·        
  • NHS dental Sevices - the complaints manager, NHS England - NHS Commissioning Board, P O Box 16738, B97 9PT (email: nhscommissioningboard@hscic.gov.uk, Tel 03003112233).