Dental Treatment and COVID-19

​Dear Patients,

On 25th March 2020 Sara Hurley (Chief Dental Officer England) and Matt Neligan (Director of Primary Care and System transformation) released their latest statement on the rapidly developing COVID-19 pandemic.

We would like to update you on how this will affect our service provision at Dentalcare Group. The guidance is clear that all routine, non-urgent dental care, including orthodontic treatments must be deferred until advised otherwise. We are still here to support you and your dental needs through this unprecedented time.

We want to take this opportunity to reassure all our patients that we take the spread of the COVID-19 in the UK very seriously. The health and safety of our patients, staff and visitors to our dental practice is our main priority.

Here at Dentalcare Group we will be providing all our patients with a remote service during normal working hours. Our dentists will perform telephone triaging for: advice; analgesia; and antimicrobials (if appropriate) . We will not be able to see you at the practice.

If it is not possible to manage your symptoms remotely, you will have to be referred to a Local Urgent Dental Care Centre. Details of these are currently being established in our area and we will update you as soon as we have further information.

We will use our best professional judgement in the triaging process and work collaboratively with our Local Urgent Care system, possibly volunteering our expertise where necessary to help meet the demands imposed on this new emergency service.

Please click below for our regular updates:

www.facebook.com/DentalcareGroupUK

www.instagram.com/dentalcare_group

You can also check the following websites for further advice:

www.gov.uk/coronavirus

https://www.nhs.uk/conditions/coronavirus-covid-19

We would like to thank you for your support and cooperation in the interest of our patient’s health and safety. We will closely monitor this situation and will update all patients accordingly.

Stay safe.
Kind Regards,
Dentalcare Group Team

Complaints handling policy
Code of practice for private patient complaints

 

In this practice we take 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 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. The person responsible for dealing with any complaint about the service that we provide is Ranjit Dharwar. 

2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer them to our practice manager immediately. If the practice manager is not available, or we cannot arrange a meeting 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 Ranjit Dharwar. 

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 three working days. 

6. We will seek to investigate the complaint within ten working days of receipt 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 them 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. 

7. We will confirm the decision about the complaint in writing immediately after completing our investigation. 

8. Proper and comprehensive records are kept of any complaint received.

9. If patients are not satisfied with the result of our procedure then a complaint may be made to: 

• Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA (Telephone: 08456 120 540) for complaints about private treatment
• The General Dental Council, 37 Wimpole Street, , W1M 8DQ (Telephone: 0845 222 4141), the dentists’ regulatory body for complaints about professional misconduct.