Practice Complaints Policy

In this practice 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 must be 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 patients’ concerns in a caring and sensitive way.

Please review our complaints policy below, and also find out how to complain.

  1. The person responsible for dealing with any complaint about the service we provide are Neil Martin and Zareen Ashraff.
  2. If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint and invite them to complete a practice complaints form. We will also offer to refer him or her to Neil Martin or Zareen Ashraff immediately.
  3. If Neil Martin or Zareen Ashraff are not available at the time, then the patient will be advised when they 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.
  4. If the patient complains in writing the letter will be passed on immediately to Neil Martin or Zareen Ashraff.
  5. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned unless the patient does not want this to happen.
  6. 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.
  7. We will seek to investigate the complaint within ten working days of the complaint being received to give an explanation of the circumstances which led to the complaint. 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.
  8. If the patient does not wish to meet us in person, then we will attempt to talk to them on the telephone.
  9. The dentist concerned will discuss the matter with Neil Martin or Zareen Ashraff and will agree a response to the patient. If necessary the respective indemnity body will be notified for advice prior to responding fully.
  10. We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.
  11. Proper and comprehensive reports are kept of any complaint received.

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

Denplan Complaints Handling Service 0800 1697220 for complaints about care delivered through Denplan
The Dental Complaints Service 08456 120540 for complaints about private treatment
The General Dental Council 37 Wimpole Street, London, W1M 8DQ the dentists’ registration body
NHS North Yorkshire and York The Hamlet, Hornbeam Park, Harrogate, HG2 8RE for complaints about NHS treatment

Last Updated: 3rd March 2022

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Dunnington Dental Practice

Contact Details

31 York Street, Dunnington, York, YO19 5QT

Opening Hours

Monday

9am - 1pm & 2pm - 6pm

Tuesday

9am - 1pm & 2pm - 5:30pm

Wednesday

9am - 1pm & 2pm - 5:30pm

Thursday

9am - 1pm & 2pm - 6pm

Friday

9am - 1pm & 2pm - 5pm

Saturday

9am - 12:30pm

Sunday

Closed

Dunnington Dental Surgery in York

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Strensall Dental Practice

Contact Details

Martin House, 24 Barley Rise, Strensall, York, YO32 5AA

Opening Hours

Monday

9am - 1pm & 2pm - 6pm

Tuesday

9am - 1pm & 2pm - 5:30pm

Wednesday

9am - 1pm & 2pm - 5:30pm

Thursday

9am - 1pm & 2pm - 6pm

Friday

9am - 1pm & 2pm - 5pm

Saturday

9am - 12:30pm

Sunday

Closed

Strensall Dental Surgery in York

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Covid-19 Guidance

Updated - May 2022

Although general COVID-19 restrictions have now been lifted, there are different considerations in place for healthcare settings.

The dental practice is a unique environment in which the majority of treatments we carry out generate an aerosol, which is how COVID-19 and other respiratory infections can spread.

How can we limit the spread of infection in the Dental Practice?

  1. Keep the air moving rapidly. We have put air exchange systems in all our treatment rooms in order to ensure the aerosol can be cleared more quickly.
  2. Maintain our Personal Protective Equipment and Infection control procedures. We are continuing to follow the latest guidelines from the government on PPE and infection prevention and control.
  3. Continuing to wear masks in both patient and staff areas.

Advice for Patients

Practices are using personal protective equipment including masks to keep staff and patients safe.

  • When you attend your appointment, you will be asked some screening questions.
  • You will probably be asked to use hand sanitiser or to wash your hands when you arrive (and again before you leave)
  • You will also be asked to wear a mask in the waiting rooms if you can

There may be a delay in you receiving treatment.

The reason for the long waits is not all because of the backlog, but also because there’s a lot more disinfection of surgeries required after each treatment.

Calling the Practice

You no longer need to call us when you arrive. As you come in, please wear your own mask, and disinfect your hands with the gel provided. (If you have forgotten to bring one, a mask is available on entry).

Please make sure you keep your appointment if you have one. If you can’t make an appointment, your practice may be able to offer it to someone else who really needs it.

Please be assured that dental teams are working within the current guidelines issued by governments and are doing their best to help patients wherever possible.

Receptionists are also doing their best to ensure that priority cases are treated as soon as possible. Please treat all the staff with respect. We know it can be stressful, but they are doing their best to help.

How you can help:

  • Please do not arrive without an appointment.
  • With the exception of children and persons in need, patients should come alone.
  • Patients should attend wearing a mask if possible or be prepared to wear one.
  • Please do not arrive too early to the practice. If necessary, you may wait inside the practice.

As you would expect, your dental teams will be doing all they can to ensure you receive the treatment you require in the safest way.