We would love to know how you feel your appointment went with us, whether you are a new or existing patient. Patient testimonials can be used for training, and of course to acknowledge any outstanding services that our team have provided. Please use the link provided below to let us know how we did.
Our team at Toothcare Dental are committed to providing our patients with the highest level of care. We aim to ensure we offer a friendly and professional service. However, if you feel you have experienced an unsatisfactory level of service, please raise your concerns at your earliest convenience. Any form of complaint to our team will be investigated in a full and fair way. Great care will also be taken to protect your confidentiality. Complaints are always taken into consideration to improve our care and services to ensure every patient experiences the highest level of treatment. If you feel you have concerns that need to be investigated,
please raise them in a formal letter to the address below:
Practice Manager
367 Maidstone Road
Wigmore
Kent
ME8 0HT
If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly to:
NHS England at England.contactus@nhs.net adding ‘For the attention of the complaints team’ in the subject line. Tracy Hurcombe is the Complaints Manager and will be your personal contact to assist you with any complaints. If your verbal complaint is not resolved to your satisfaction within 24 hours or if your complaint has been addressed in writing, the Complaints Manager will acknowledge it via letter within 3 working days and will aim to provide a full response in writing as soon as practical or within 10 working days.
If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when they are next available. We will keep comprehensive and confidential records of your complaint, which will be stored securely and will only be accessible by those who require access to your complaint. If the complaint investigation takes longer than anticipated, the Complaints Manager will keep you informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed.
When the investigation has been completed, you will be informed of the outcome in writing and invited to a meeting to discuss the results and any practical solutions that we can offer to you.
These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint. We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions, and complaints. If you are dissatisfied with our response to a complaint, you can take it further.
Please see the contact details below:
Contacts:
For private dental treatment you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk
If you are still unhappy about your NHS complaint, you can contact:
In England – The Parliamentary Health Ombudsman (England) by calling 034 5015 4033 or visiting www.ombudsman.org.uk
The Care Quality Commission (CQC) who regulated private and NHS dental care services in England by calling 0300 061 6161. They can take action against a service provider that is not meeting their standards. Their General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org contact them on information@gdc-org.uk or by calling 020 7167 6000.
