Complaints Policy

Coronavirus COVID-19 Update

The Chief Dental Officer (CDO MARCH 2020) has released a statement :

ALL DENTAL PRACTICES IN THE UK HAVE BEEN ORDERED TO:

  • Cease all care of anyone who is classed as non urgent and stop all procedures that generate aerosols.
  • Dental Practices - the staff are at high risk of contracting the virus from the public and should only offer a dental service if they have the resources and the PPE.

At Hoddesdon Dental Surgery, until further notice, we will be stopping ALL Dental Care - from WEDNESDAY THIS WEEK (25th March 2020).

We strongly advise patients to avoid seeking dental assistance until the virus has been controlled and practice self isolation for their own and others safety.

IF YOU HAVE ANY OF THE FOLLOWING FOR EXAMPLE : then wait until the dental practice reopens :

Routine care such as a dental check up and hygiene treatment 

Fillings and other treatments that are not urgent .

  • Mild or moderate pain: that is, pain not associated with an urgent care condition and that responds to pain-relief measures
  • Minor dental trauma
  • Post-extraction bleeding that the patient is able to control using self-help measures
  • Loose or displaced crowns, bridges or veneers
  • Fractured or loose-fitting dentures and other appliances
  • Fractured posts
  • Fractured, loose or displaced fillings
  • Treatments normally associated with routine dental care
  • Bleeding gums
  • ORTHODONTICS/ INVISALIGN OR COSMETIC OR IMPLANT WORK

WHAT IS CLASSED AS A DENTAL EMERGENCY?

Dental emergencies include:

  • Trauma including facial/oral laceration and/or dentoalveolar injuries, for example avulsion of a permanent tooth
  • Oro-facial swelling that is significant and worsening
  • Post-extraction bleeding that the patient is not able to control with local measures
  • Dental conditions that have resulted in acute systemic illness or raised temperature as a result of dental infection
  • Severe trismus
  • Oro-dental conditions that are likely to exacerbate systemic medical conditions such as diabetes (that is lead to acute decompensation of medical conditions such as diabetes)

PLEASE NOTE – YOU WlLL NOT BE SEEN BY THE EMERGENCY DENTAL SERVICE OR BY OUR DENTAL STAFF AT HODDESDON DENTAL SURGERY IF YOU DO NOT FALL INTO THESE CATEGORIES.

WHAT TO DO IF YOU DO FALL INTO A DENTAL EMERGENCY CATEGORY THAT CAN NOT WAIT : 

  • Contact the practice on 01992 462 043

We are running a phone triage system and will have to filter those that we can and cannot see.

  • Contact NHS 111 services if you cannot wait for the practice to get back to you.

(it may take upto 48 hours for us to get back to you as we will be dealing with other emergencies)

NO HIGH RISK PATIENT WILL BE SEEN AT HODDESDON DENTAL SURGERY: 

  • All high risk or infected patients can find out the local high risk dental centre by calling NHS 111 (where special facilities have been set up)

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).