How to Complain

If you have a complaint or concern about the service you have received from the dentist or any of the staff working in this practice, please let us know. We operate a practice based complaints procedure. Our complaints system adheres to national criteria and additionally forms part of a NHS system for dealing with complaints.

We hope that most problems can be sorted our easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible - ideally, within a matter of days or at most a few weeks - because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint;

  • within 6 months of the incident that caused the problem; or
  • within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaints may be made by firstly speaking with the practice manager OR completing a complaints form available at reception OR you may write to the practice manager (or any of the dentists.) Alternatively, you may ask for an appointment with Richard Fisher in order to discuss your concerns. He will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible with your complaint.

What will we do?

We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with those involved. In investigating your complaint, we shall aim to:

  • find our what happened and what went wrong;
  • make it possible for you to discuss the problem with those concerned, if you would like this;
  • make sure you receive an apology, where this is appropriate;
  • identify what we can do to make sure the problem doesn’t happen again.

Complaining of behalf of someone else

Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you know that you have permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of physical or mental illness) of providing this.

Complaining to the health authority

We hope that N.H.S. patients who have a problem will use our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. But this does not affect your right to approach the local health authority. If you feel you cannot raise your complaint with us, or you are dissatisfied with the result of our investigation, you should contact the North Yorkshire and York PCT complaints team on 01423 815150

Resolution

If the practice is unable to resolve a complaint, Denplan offer an impartial complaints handling service which we would advise you to contact on 0800 169 7220.

Private patients can approach the Dental Complaints Service if they feel we have been unable to resolve an issue relating to private treatment provided outside Denplan on 08456 120 540.

Further Advice

If you wish to receive further advice, you should contact:

Dental Complaints Service
Tel: 08456 120 540
E-mail: info@dental complaints.org.uk
Address: The Lansdowne Building, 2 Lansdowne Road, Croyden, CR9 2ER

The General Dental Council
Tel: 020 7887 3800
E-mail: Complaints@gdc-uk.org
Address: 37 Wimpole Street, London, W1M 8DQ

Denplan
Tel: 0800 169 7220


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.