Practice Policy

  • If you are in receipt of state benefits please make sure you bring your proof in at every new course of treatment. This is a legal requirement.
  • The text message service we provide is an extra prompt out of courtesy of the practice. Please do not rely on it.
  • Please make sure your mobile phone is switched off at all times whilst you are in the practice.
  • Out of courtesy for other patients please can you stop your children from standing on the furniture.
  • Due to high demand of NHS spaces it is important for you to attend regular appointments. If you have not been seen at the practice for 18 months or more you will be de registered.
  • Please provide us with at least 24 hours notice if you wish to cancel your appointment. Failure to do so may result in a charge for the missed appointments. If you fail to attend more than two appointments, the practice reserves the right to de register you.
  • As of January 2014 we require a £30 deposit for all appointments with our hygienist. If you fail to attend this appointment, or cancel with less than 24 hours notice, you may lose the £30 deposit.
  • We may Text patients regarding appointments and updates about the Practice. If you wish to opt out please inform the Practice.

Complaints Policy

In this practice we take patients 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 that 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.

  • The person dealing with any complaint about the service we provide is Annie Jepson, the practice Complaints Manager.
  • If a person complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer them to the Complaints Manager immediately. If the Complaints Manager is unavailable, the patient will be informed when they will be available and this will be arranged for them. A written record of the complaint will then be made and a copy provided to the patient and the Complaints Manager. If this meeting cannot be arranged within a reasonable time period, or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with the patient immediately.
  • Email or complaints in writing will be passed on immediately to the Complaints Manger.
  • If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not wish this to happen.
  • We will acknowledge the patients complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days. We will offer to discuss the complaint at an agreed time with the patient and ask the patient how they would like to be kept informed of developments. We will inform the patient how the complaint will be handled and the likely time that the investigation will take to be completed. If the patient does not wish to discuss the complaint we will still inform them of the expected timescale for completion.
  • We will seek to investigate the complaint promptly and efficiently and keep the patient regularly informed, as far as is reasonably practicable, to the progress of the investigation. Investigations will normally be completed within six months.
  • When we have completed the 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.
  • We are always looking at ways to improve our service and welcome customer feedback at any time throughout the procedure.
  • Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.

If patients are not satisfied with the results of our procedure then a complaint may be referred to;

Surrey Primary Care Trust, Cedar Court, Guildford Road, Fetcham, Leatherhead, Surrey, KT22 9AE

The Dental Complaints Service, NHS ENGLAND, PO BOX 16738, REDDITCH, B97 9PT. Tel: 0300 311 22 33 or www.dentalcomplaints.org.uk for complaints about private treatment.

The General Dental Council, 37 Wimpole Street, London W1M 8DQ. The dentist’s registration body.