Oak Hill Dental Dental Professionals
Believe That Great Smiles Are Worth It
Oak Hill Dental and Implant Centre is recognised for providing outstanding treatment whatever your desires and requirements.
We offer a full range of services and treatments: from routine check-ups to complete smile makeovers, braces to bridges, dentures to dental implants.
We cover a wide range of treatment options, all designed to give you a treatment plan as individual as you are.
Not only do we offer high class treatments while you are in the surgery, but we also work hard to develop a strong relationship with you, which means that we keep caring, even after you’ve left the premises.
Whether you want straighter teeth, a whiter smile, or simply the peace of mind that comes from knowing that your dental health is in good hands, we’re passionate about helping you to achieve your smile goals in a relaxed and welcoming environment.
If you have a dental emergency, we always make time to see on the same day!
- Code of Practice for Handling Complaints
In this practice, we take complaints very seriously and try to ensure that all patients are pleased with their experience of our services. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.
Complaints made to the practice
The person responsible for dealing with any complaints about the service is Faiyaz Amla.
If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint and offer to refer him or her to Faiyaz Amla. 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 to deal with it.
If the patient complains in writing the letter will be passed on immediately to Faiyaz Amla.
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.
We will acknowledge the patient’s complaint including a copy of this Code of Practice within three working days. You will be invited to discuss your concerns; we will seek to investigate the complaint within the agreed response period of the complaint being received to explain the circumstances which led to the complaint. If we are unable to investigate the complaint within this agreed time period, we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
We will confirm the decision about the complaint in writing immediately after completing our investigation. This will be within 14 days of the complaint received
Proper and comprehensive records are kept of any complaint received.
Oak Hill Dental and Implant Centre welcomes all complaints; any patient that makes a complaint will not be adversely treated due to having complained. If you do not wish to complain directly to the Practice you can address your complaint directly to the relevant body.
Should a patient make a complaint or claim, we may need to provide information about the patient, and treatment they have received, to insurers, indemnifiers or legal advisers.
Complaining to the Local Integrated Care Board (ICB) formerly NHS England
We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. This does not affect your right to approach the ICB if you feel you cannot raise your complaint with us, or you are dissatisfied with the result of our investigation.
Should you wish to make a direct complaint to the ICB or another external body please contact:
NHS ICB
NHS North East London 4th Floor - Unex Tower 5 Station Street
E15 1DA
Telephone: 02082215500
Email: nelondonicb.enquiries@nhs.net
NHS England Customer Support Centre, PO Box 16738,
Redditch.
B97 9PT,
Telephone: 03003112233 (Monday to Friday 8am to 6pm, excluding English Bank Holidays) Email: England.contactus@nhs.net
Parliamentary & Health Service Ombudsman Millbank Tower
Millbank, London SW1P 4QP
Telephone: 0345 015 4033 Email: www.ombudsman.org.uk
Dental Complaints Service 37 Wimpole Street London
W1G 8DQ
Telephone: 020 8253 0800 (Monday – Friday 9am – 5pm)
General Dental Council 37 Wimpole Street London
W1G 8DQ
Telephone: 0845 222 4141 or 020 7887 3800
Email: www.gdc-uk.org
Approved By: Dr Mohsin Ali, Faiyaz Amla Date Published: 07/05/2024