Your rights and responsibilities:
You are entitled to
- a thorough examination of your mouth, teeth and gums
- advice on how to kep your teeth and gums healthy
- a full examination of your treatment options and costs
- information about this practice and its services
- make a complaint
You are responsible for
Paying for your treatment
Treatment options and their costs will be discussed and a written treatment plan and estimate given. Payment in full must be made before treatment is completed.
- NHS charges: You will be kindly asked for payment of the NHS band when booking your NHS appointments.
- Private charges: You will be kindly asked to pay for some or all of your treatment in advance.
We accept all major credit and debit cards as well as offering interest free credit on dental treatments.
Patients exempt from NHS charges
Please bring evidence of your exemption with you.
We send a SMS text or e-mail reminders three days in advance of your appointment. Please ensure your contact details are kept up to date and let our team of reception staff know if any of your details change.
Cancellations & missed appointments
If you are unable to attend, please contact us as soon as possible. You may be charged if you cancel at short notice or miss your appointment.
If you are an NHS patient and you fail to attend your appointment or frequently cancel your appointments at short notice then we may not be able to provide your dental care under NHS arrangements.
Violent or abusive patients
We will not treat patients who are violent or abusive in any way to any of our staff for any reason whatsoever.
Your dental records
All dental records remain confidential and secure. Sometimes we need to release NHS records to the NHS Business Services Authority as part of our ongoing clinical review process.
For further information on NHS dental services in Western Cheshire please contact:
NHS England – Cheshire, Warrington & Wirral Area Team
Countess of Chester Health Park
About our service
If you have a concern about any aspect of our service please inform our Complaints Liaison, Mrs Barbar Howarth so that we may resolve the matter quickly and satisfactorily and learn from any mistakes made. We operate an in-house complaints procedure according to national guidelines.
We take complaints very seriously indeed and try to ensure that all 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.
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 patients’ concerns in a caring and sensitive way.
1. The person responsible for initially dealing with any complaint about the service we provide is: Barbara Howarth (Patient Complaints Liaison) at reception.
2. 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 their dentist. If they are not available at the time, then the patient will be told when he or she will be able to talk to the dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
3. If the patient complains in writing the letter will be passed on immediately to the Practice Manager Mrs Bev Littlemore.
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 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 that 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 days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
6. We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.
7. Proper and comprehensive reports are kept of any complaint received.
8. If patients are not satisfied with the result of our procedure then a complaint may be made to:
- NHS England Cheshire Warrington & Wirral, 1829 Building, Liverpool Road, Chester CH2 1UL
(For complaints about NHS treatment)
- The Dental Complaints Service (08456 120 540)
(For complaints about private treatment)
- The General Dental Council, 37 Wimpole Street, London, W1M 8DQ
- The Quality Care Commission, National Correspondence, Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA