Dental Patients Charter

 ​Complaints

We treat all complaints in confidence and see them as an opportunity to improve our service. Please ask for the manager, or express your concerns in writing addressed to the practice manager. We hope that 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 PCT, if you feel that you are dissatisfied with the result of our investigation.

Violent or Abusive Behaviour

Any violent or abusive behaviour will result in immediate withdrawal from practice.We hope that 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 PCT, if you feel that you are dissatisfied with the result of our investigation.

Our responsibilities

• To listen to your dental problems and to give you an explanation of treatment and solution to your problem that you can understand.
• To give you a clear and written estimate of your treatment.
• To respect your dignity and the choices you make.
• To protect the confidentiality of any information you provide.
• To co-operate with other members of our dental team and other health care colleagues so as to act in your best interest.
• To follow the latest cross-infection guidelines ensuring your safety is of prime concern.
• To keep up to date with the latest technologies and treatments available.
• To do all we can to keep to appointment times as we understand your time is precious.

Your responsibilities

• To respect our appointment times and let us know as soon as possible if you cannot make an appointment in order that it may be given to someone else.
• To pay for treatment at the end of each visit as requested.
• To follow any advice we may give you after treatment.
• To respect our dental team and reception staff as we respect you as a patient.