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At Green Square Dental we want to ensure that all our patients are pleased with their experience of our service and we take complaints very seriously. 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 procedure is based on these objectives.
Our aim at Green Square Dental is to react to complaints in the way in which we would want our complaint about a service handled. We learn from every mistake that we make and we respond to patients’ concerns in a caring and sensitive way.
Complaints can be made in person, in writing or over the telephone. If a patient lack’s in confidence or requires assistance they will be supported by helpful staff members. Their complaint will be fully documented and fairly dealt with. Following an investigation, lessons learned can lead to changes being made to avoid future complaints.
The persons responsible for dealing with any complaint about the service we provide are Duncan Park and Joanne Wall.
If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint and offer to refer him or her to the Practice Manager, Joanne Wall immediately. If she is not available, then a complaints form should be completed by the member of staff stating contact details and an outline of the complaint in order for it to be passed on to the Practice Manager or Duncan Park for urgent attention.
Should the patient not wish to speak with the clinician, arrangements will be made to be contacted by the Practice Manager or a senior member of the team.
If the patient complains in writing the letter will be passed on immediately to Duncan Park. 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 (in which case it will be referred to Joanne Wall the Practice Manager).
Once we receive a complaint the following will happen;
A Complaint Form will be completed.
We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within two working days.
We will seek to investigate the complaint within ten working days of the complaint being received to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to him or her on the telephone. If we are unable to investigate the complaint within ten working day’s 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 to the patient immediately after completing our investigation.
Proper and comprehensive reports are kept of any complaint received in the Complaints File held in the Accounts Office.
These clear complaint procedures are monitored and reviewed by the Management team on a regular basis.
If you are not satisfied with the result of our procedure, then a complaint may be made to:
For complaints about private treatment: The Dental Complaints Service (08456 120 540)
The General Dental Council, (The Dentist registration body)
37 Wimpole Street, London, W1M 8DQ
The Care Quality Commission at
Citygate, Gallowgate, Newcastle upon Tyne, NE14PA