Patient Complaints Procedure

Complaints Policy at The Dental Centre London

At The Dental Centre, we want to ensure that all our patients are pleased with their experience of our service.  We take complaints very seriously indeed.  If a patient makes a complaint, we will deal with the matter courteously and promptly so that it is resolved as quickly as possible.  Our complaints policy and procedures are based on these objectives.

At The Dental Centre, we have an effective complaints system in place to ensure that identifying, receiving, recording, handling and responding to any comments, observations, concerns or complaints occurs within a strict timetable that is clearly documented.  

We aim to ensure that any complainant is treated sensitively and in a manner that respects their human rights and diversity.

How do I complain about dental care provided?

If you wish to make a complaint about the service you received you can do this verbally, or in writing to any member of our team.
Please contact:
Practice Manager
The Dental Centre
139 Euston Road
London
NW1 2AA
Tel: 020 7380 0034
Email: [email protected]

How will my complaint be handled?

Verbal complaints

A verbal complaint will be listened to and brief details of the complaint will be taken and then passed on to the practice manager, providing that you give consent to us doing this.

You will then be offer to speak to the Practice Manager, Sharon Ricketts immediately. If Sharon Ricketts is not available at the time, you will be advised of when they will be able to speak to her and arrangements will be made for this to happen. If the patient has consented to their concerns or issues being written down, the team member will. If we cannot arrange this within a reasonable time period or if the patient does not wish to wait to discuss the matter, arrangements will be made for Sharon Ricketts to deal with it.

Written complaints

If you wish to make a complaint about the service you received you can do this verbally, or in writing to any member of our team.
Please contact:
Practice Manager
The Dental Centre
139 Euston Road
London
NW1 2AA
Tel: 020 7380 0034
Email: [email protected]

All complaints about clinical care or associated charges will be referred to the clinician concerned, unless the patient does not want this to happen.

We will provide an acknowledgement of your complaint within 3 working days, accompanying copy of our Code of Practice and a copy of your Complaints Policy and Procedures.

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

We will confirm the decision about the complaint in writing immediately after completing our investigation.

We make and keep proper and comprehensive records of any complaint received.

If patients are not satisfied with the result of our procedure, then a complaint may be made to:

The Dental Complaints Service for complaints about private treatment
Address: Stephenson House, 2 Cherry Orchard, Croydon, CR0 6BA
Phone: 0208 253 0800
Email: [email protected]

 The General Dental Council
Address: 37 Wimpole Street, London, W1M 8DQ
Phone: 0207 167 6000
Email: [email protected]

NHS England for complaints about NHS treatment
Address: NHS England, PO Box 6738, Redditch, B97 9PT
Phone: 0300 311 2233
Email: [email protected] with: ‘For the attention of the complaints team’ in the subject line.

The Care Quality Commission
Address: Citygate, Gallowgate, Newcastle upon Tyne NE14PA
Phone: 03000 616161
Email: [email protected]

The Dental Centre Code of Practice
for patients who wish to raise concerns.

In The Dental Centre we place great emphasis on meeting and whenever possible, exceeding our patients’ expectations.  We try to ensure that all patients are pleased with their experience of our service and we take any concerns a patient may have very seriously.

If you have a concern regarding any aspect of your care, please let us know.  We will do all that we can to resolve your concern to your satisfaction promptly and professionally.

Our aim is to respond to your concerns in a caring and sensitive way.

The person responsible for dealing with any concerns about the service we provide in this practice is Sharon Ricketts.

If you raise an issue you are concerned or unhappy about on the telephone or at the reception desk, after listening to a description of the problem the person with whom you raise your concern will try to resolve the issue to your satisfaction immediately.

If the person with whom you raise your concern is unable to resolve the issue for any reason, we will contact Sharon Ricketts immediately.  Should Sharon Ricketts be unavailable at the time, we will advise you when they will be available, and arrangements will be made for you to meet or speak with her.

If for any reason Sharon Ricketts is going to be unable to meet you or speak with you at a time that is convenient to you, we will arrange for Dr. Shihab S. Hussein to take responsibility for dealing with your concern or complaint.

The team member with whom you first raised your concern will take brief details from you and pass these to Sharon Ricketts so that they can familiarise themselves with your concern prior to meeting you or speaking with you.

If you choose to write to us to express your concern rather than raising it verbally, your letter or email will be passed on to the relevant person immediately.

We will acknowledge any concerns you raise in writing within three days and we will also include a copy of this Code of Practice with our response.  We will investigate your concern and report back within ten working days of it being received.  If we are unable to complete our investigations within ten working days for any reason, we will notify you, giving reasons for the delay and the likely period within which the investigation will be completed.

We will confirm the outcome of the investigation and any decisions made in writing.

We will keep proper and comprehensive records of any concerns or complaints received.

We will do all we can to resolve your issue, concern or complaint to your satisfaction. If, for any reason, you are not satisfied with the outcome or the procedure, we will advise you of other avenues open to you for raising concerns.   These are:

The Dental Complaints Service for complaints about private treatment.
Address: Stephenson House, 2 Cherry Orchard, Croydon, CR0 6BA
Phone: 0208 253 0800
Email: [email protected]

The General Dental Council (GDC) (the clinicians’ professional regulator].
Address: 37 Wimpole Street, London, W1M 8DQ
Phone: 0207 167 6000
Email: [email protected]

NHS England for complaints about NHS treatment.
Address: NHS England, PO Box 6738, Redditch, B97 9PT
Phone: 0300 311 2233
Email: [email protected] with: ‘For the attention of the complaints team’ in the subject line.

The Care Quality Commission (the regulator for all of health and social care)
Address: Citygate, Gallowgate, Newcastle upon Tyne NE14PA
Phone: 03000 616161
Email: [email protected]

Get in Touch

Five Stars

“I am so pleased to have found this Centre. Efficient and helpful in every aspect”
Debbie Colson

Five Stars

“Always great service. All people working are on point”
Tatiana Ivanova

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The Dental Centre
4.5
Based on 181 reviews
powered by Google
Osvalda Daraseviciute
Osvalda Daraseviciute
19:25 05 Feb 20
I was very impressed with The Dental Centre. Very clean, very organised, the equipment are the highest standard! And... the staff are just amazing, Dr Jones is so nice, the nurses just the best nurses I have ever seen! And front of the desk.Thank you to all of you!Highly recommended.read more
Sanghee Shin
Sanghee Shin
15:58 28 Jan 20
Great experiences with the surgery. Dr Jones is very informative and skilled. Receptionists are efficient and helpful.
Martin Kukla
Martin Kukla
11:17 24 Jan 20
Really happy with this place. I come here for a few months, and the dental care is always top-notch. Truly recommend... Ronece as your hygienist! Great chat, and such a good energy (while also being very professional!). It feels like any treatment finishes in no time!read more
Science is the solution
Science is the solution
00:04 14 Dec 19
This practice has the BEST customer service ever you could get in UK not only medical industry but also entire... industry. .I am a PhD student at UCL. Firstly, I found the pracrice at UCL website and they take care of UCL students. Thus, I went to the practice because of terrifying toothache from wisdom tooth. I was panicked from upcoming intense pain but the receptionist tried to make me calm down and tried me to go throw emergency session ASAP on the day I just registered. Even the doctor was very calm and friendly. I could see he tried to arrange the next session ASAP to get rid of the horrifying pain. .They are 100/100 professional with their title..I STRONGLY recommend this practice. .Additionally they have [specialist orthodontist].read more
Ruth Birse
Ruth Birse
16:13 18 Nov 19
Very good dentist surgery. I always get a options on treatment. Whenever I've had to have an emergency appointment,... they have always managed to fit me in.read more
Sarah
Sarah
14:36 14 Oct 19
I’ve been coming to Dr Jones for about ten years now and I’ve always been impressed by her attention to detail. I’m a... fairly nervous patient and she’s done some fairly complex work on me with utterly no pain and to a really high standard.I had grinding pain for a number of years and she’s tailored a splint for me to successfully get rid of it. I briefly tried a new dentist when I moved house, but it just wasn’t the same and have since returned to her and now make the long commute to see her because of the level of care she provides. Highly recommend!read more
Jeremy Kavanagh
Jeremy Kavanagh
20:43 09 Sep 19
Great experience visiting The Dental Centre for the first time. Very friendly, helpful staff, a first class check up... from the dentist and exceptional clean from the hygienist. Will definitely return. Thanks to everyone there for looking after me 😁👍🏻read more
Robert Doel
Robert Doel
14:46 16 Aug 19
Been to my second appointment at dental smiles had my impressions done it was a breeze, I have a diabolical gagging... reflex so I did what Dr Patel asked me to do and I went through it without any gagging whatsoever, in past times at other dentists it was always a rush to get you in and out with no consideration for the patients but at dental smiles what they have to do you comes second the nerves disappear after a reassuring chat and gentle approach they go through everything without any problems, which is why this is the dental practice to head for when you have any problems what so ever, don't be afraid of this practice, they are out of this world, ggggreat workread more
bob dylan
bob dylan
10:15 28 Jul 19
Told I needed a crown for a simple filling which fell out. Decided to trust her word and get it done. When the... temporary filling fell out, she was unavailable for a week, while I called every day, walking around with a hole in my mouth. Turns out she actually was in the practice, but was too keen to leave every day at 5pm to provide basic care to her customers.Also told I needed a filling on another tooth for a superficial spot of decay. Saw another dentist about this who advised this is an out of date practice - superficial decay can recover and is best left to heal until it becomes a problem. Now I suspect the crown was also overkill to hand out a larger bill.I was also advised to get a splint, which would cost £900 - the "Rolls Royce" of splints (how very professional...). Another dentist advised that this can be done for £450. Not the same "Rolls Royce" - but they at least provide a more affordable option.Takes ages to get appointments - don't expect anything for 2 weeks. Receptionist seems to think she runs the practice.Bottom line is this place is run as a business, not a health care facility. Private patients are subsidising care for students, but don't expect any better service for your hard earned money - you're just a number in their books, and they're going to try making that number as large as possible.read more
Toby Payne
Toby Payne
08:08 17 May 19
I had a really great experience here, as a student. Friendly, quick and easy to book appointments. An appointment of... mine had to be rescheduled and the process was very straightforward and with no inconvenience, so am grateful to them for that. I would recommend to any London based students!read more
Giulia Barbareschi
Giulia Barbareschi
20:15 20 Feb 19
I have been a patient for over three years now. Everyone at the centre is great. Dr Au is extremely competent and... always willing to explain the situation clearly so that the patients can make the best choice. The hygienists are very professional. The nurses are always nice and reassuring and the reception staff is lovely and super efficient.read more
Stefano De Luccia
Stefano De Luccia
14:25 23 Jan 19
I had a splint done with Dr. Jones and it was great. My jaw is already way better. I felt they really put a focus on... patient care and its a really lovely environment. Highly recommend it.read more
Greg
Greg
16:44 18 Jan 19
Good price and friendly, but I was told I need a filling however another dentist (who family members have used and... trusted for years) assured me that I don’t. I got the impression that they were more interested in me spending money than the health of my teeth. The dentist also recommended I pay something like £50 to attend a session on brushing. Overall not great.read more
Juliet Ellis
Juliet Ellis
09:15 18 Dec 18
Carla and her team have looked after my teeth for 5 years now and I have always received excellent service even though... I can be an awkward patient particularly with taking impressions. Under her care I have become a less nervous dental patient. Gemma the hygienist also performs wonders to my teeth and in a very professional manner. The surgery has ultra modern equipment, with excellent reception staff who are always helpful. I highly recommend the practice.read more
Danny Dailey
Danny Dailey
09:24 03 Dec 18
These guys are on point!! A really client centred service the moment you walk through the door. I had a hygiene not too... many weeks ago with Emma which was the best I've ever had. Also what i really like is the that elite professionalism of Dr Jones is reflected in her front of house staff too, Jeeva always does an excellent job at making me feel welcome and valued, I'm really glad i found this place.read more
Martin Wright
Martin Wright
19:07 06 Nov 18
Carla Jones at The Dental Centre has looked after my teeth for well over 10 years now, and has done a great job. I feel... in very safe hands with her. All the staff are warm and personable, and manage to combine being friendly with being super-efficient - a rare combination!read more
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