COVID-19: NOTICE TO ALL PATIENTS

As a result of guidance by the British dental association, Local dental Committee and our Chief Dental officer for England. We will be running a limited service for our patients as a result of the COVID-19 outbreak.

We are remaining open with an emphasis on emergency and urgent care only.

This is not a decision we have taken lightly but we feel it is our responsibility to protect our patients, staff and our families as well as the community as a whole.

Our telephones and e-mails are still being manned during selected hours:

Monday – Saturday 9am till 5.30pm.

If you have a routine appointment booked in the next few weeks, one of our reception team will call you to postpone. Please note we are NOT currently booking routine examinations. – Please visit our website regularly for updates. We would ask that you call back to arrange this once our service is normalised.

We understand this is inconvenient and it may mean that treatment timelines are extended. We will do all we can to catch up once it is safe to do so.

If you have a dental emergency

We will be accepting calls for triaging from 9am till 5.30pm, patients who are deemed to require urgent dental care will be invited to attend the surgery at an allocated appointment time. Member of staff will open the door at the scheduled appointment time only. Please do not attend with additional family members so that we may have minimal people on-site. PLEASE DO NOT ARRIVE AT THE PRACTICE UNANNOUNCED

If you are in isolation or you suspect you may be infected with COVID-19, PLEASE CALL NHS 111

If you are concerned about your treatment with us please do not hesitate to get in touch.

Email: reception@bexleyheathdental.co.uk

Telephone: 02083034077

Please be assured of our best intentions at this rather difficult time.
- THE MANAGEMENT


Additional Information for Orthodontic Patients
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Complaints

Make a Complaint

To make a complaint, please either contact by email, telephone or in writing, and we will deal with your concerns as a matter of importance

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Our Complaints Policy

In this practice we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service. When patients complain, we aim to deal with them 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 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 customers’ concerns in a caring and sensitive way.

  1. Any concern raised by a patient will be dealt with at the earliest opportunity and will only escalate into a complaint if it cannot be resolved at the earliest stage. The concern will be dealt with by the most appropriate person at the time, for example the Dentist or Receptionist. If the concern cannot be resolved, the person responsible for dealing with any complaint about the service which we provide is the Practice Manager.
  2. If a patient raises a concern on the telephone or in person at the Practice, we will listen to their concern and try to resolve the issue at that point. If this is not possible, the concern will be dealt with as a complaint and will be referred to the Practice Manager. If the Practice Manager is not available at the time, then the patient will be told when the Practice Manager will be able to talk to them and the member of staff will take brief details of the complaint and pass them onto the Practice Manager. Concerns received in writing will be passed directly to the Practice Manager who will try to resolve them or, if this isn’t possible, will escalate them into being dealt with as a complaint. Where possible, the Practice Manager will try to meet with or talk to the patient to better understand the concerns raised.
  3. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within five working days.
  4. We will investigate the complaint and provide the complainant with a response within ten working days of receipt. If we are unable to respond in this time, we will notify the patient giving reasons for the delay and a likely period within which the investigation will be completed.
  5. 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.
  6. In our response we will set out the findings of the investigation and make every effort to achieve a resolution.
  7. If patients are not satisfied with the result of our procedure then a complaint may be made to:
    • The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP, telephone: 0345 015 4033, www.ombudsman.org.uk for complaints about NHS treatment.
    • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the dentists’ registration body)
    • The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER, 08456 120 540 or www.dentalcomplaints.org.uk for complaints about private treatment.
    • The Healthcare Commission, Finsbury Tower, 103-105 Bunhill Row, London EC1Y 8TG (www.healthcarecommission.org.uk).