We very much want our patients to feel involved in every part of their dental care and are committed to always providing the best possible care. We have created procedures and policies that ensure our customers well-being is at the centre of all we do, including our recently added Attendance Procedure to ensure your safety at the practice during the Coronavirus pandemic.
We are guided by professional bodies well respected in the dental community and are members of the ‘British Dental Association’ and ‘CODE- the association for Dental Practice’.
We always appreciate feedback and carry out regular patient satisfaction questionnaires which allow us to review and evaluate all the services we offer. We also have a feedback and suggestions box in our reception area where you can address any aspect of our service or suggest ways in which we can improve our service to you.
The practice is committed to offering high standards of care and service to our patients, we:
Our fees are designed to be fair and enable us to offer our patients the freedom of choice to have advanced treatments. We operate a robust complaints procedure. All comments and suggestions are welcomed and taken seriously because they help us to continually improve our services to our patients. Contemporaneous records are maintained on computer.
(Reviewed October 202)
It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, investigating them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint and will be happy to answer any questions you may have about this.
If you are not entirely satisfied with any aspect of our care or service please let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as written complaints.
Joanne Reid is our Complaints Manager and will be your personal contact to assist you with any complaints. We aim to resolve complaints within 24 hours where possible, but if you complain in writing the Complaints Manager will send an acknowledgement letter within 3 working days and will aim to provide a full response in writing as soon as practical.
You can send your complaints to Beechwood Dental Care, 6a Beechwood Centre, Church Street, Woodlesford, LS26 8RE, call us on 0113 2826516 or email the Complaints Manager on email@example.com
If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange a meeting for when it is suitable for you and the practice.. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint. If the investigation takes longer than anticipated the Complaints Manager will contact you at least every 10 working days to keep you informed of the reason for any delays, the progress of the investigation and the proposed date it will be completed.
When the investigation has been completed, you will be informed of it’s outcome in writing. We will make our response clear, addressing each of your concerns as best we can. You will also be invited to a meeting to discuss the results and any practical solutions that we can offer 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 contacts below.
(Reviewed November 2019)
The practice aims to meet the requirements of the Data Protection Act 2018, the General Data Protection Regulation (GDPR], the guidelines on the Information Commissioner’s website as well as our professional guidelines and requirements.
The Data Controller is Phillip Reid who is also the Information Governance Lead.
Our Privacy Notice (for adults or children under 18) is available in full, by asking in person our reception team, by email if you contact firstname.lastname@example.org or by calling 0113 2826516 and asking for a copy.
Most of us can feel nervous when contacting the dentist but you will find our reception team happy to deal with any enquiry; you will find them a friendly, knowledgeable team, willing to help in any way.
If you have a question for us or want to learn more about our services then please do not hesitate to get in touch.
You’re only one click away from a perfect smile.