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 we will be happy to answer any questions you may have about this procedure.
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. If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly to NHS England at firstname.lastname@example.org with ‘For the attention of the complaints team’ in the subject line.
Practice Manager, Danni Phoenix is the Complaints Manager and will be your personal contact to assist you with any complaints. We aim to resolve verbal 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 5 Station Buildings, Birmingham Road, Water Orton, B46 1SR, call us on 0121 749 4980 or email the Complaints Manager at email@example.com.
If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting 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 complaint investigation takes longer than anticipated, the Complaints Manager will contact you at least every ten working day 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 its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can. You will also be invited to a meeting to discuss the results and any practical solutions that we can offer to 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 the matter further, please see the contacts below.
If you are dissatisfied with our response to a complaint you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue.
GDC private dental complaints service can be contacted by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk.
• If you are still unhappy about your NHS complaint, you can contact the Parliamentary Health Ombudsman (England): by calling 0345 015 4033 or visiting www.ombudsman.org.uk
• You can also contact The Care Quality Commission (CQC) who regulates private and NHS dental care services in England by calling 03000 616161. They can take action against a service provider that is not meeting their standards who may be able to help.
The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org contact them on firstname.lastname@example.org or by calling 020 7167 6000.
0121 749 4980
5 Station Buildings, Birmingham Road, Water Orton, Birmingham, B46 1SR
Mon: 8am - 1pm / 2pm - 5pm
Tue: 8am - 1pm / 2pm - 5pm
Wed: 8am - 1pm / 2pm - 5pm
Thu: 8am - 1pm / 2pm - 5pm
Fri: 8am - 2pm
Please note the practice is closed for Bank Holiday’s
Water Orton Dental Centre Remains Open - National Lockdown Announcement 4th January 2021
Update following the Prime Minister, Boris Johnson’s announcement of another national lockdown due to the rising number of cases of Covid-19.
We will still be open. There are no restrictions with regards to medical treatment and you are actively encouraged to keep your appointments. At Water Orton Dental Centre we have all the necessary Personal Protective Equipment (PPE) and will continue to follow our high standards in cross infection control.
Please continue to attend your appointments. We have excellent infection control procedures along with a robust triaging policy to ensure the safety of both patients and staff.
If you are worried about your attendance please contact us to discuss your concerns and we can always postpone your treatment until a later date.
Before you arrive:
One of our reception team will call you to carry out a ‘COVID screen’. This ensures no one entering the practice has had any COVID 19 symptoms.
When you arrive:
We advise that you wear a mask at all times while inside the dental practice and only remove your mask at the request of the dental professional. We will continue to check your temperature and if this is above 37.8C, you will be advised to rebook your treatment and to follow government guidelines. Please arrive at your appointment time due to social distancing guidelines.
Please also note that if the waiting room is at capacity, you may be asked to wait outside until it is safe to enter as per social distancing guidelines.
As you enter the building you will need to use the alcohol disinfectant rub to disinfectant your hands.
The treatment rooms will be prepared prior to your appointment with all surfaces disinfected after each patient.
We have sourced PPE and unlike the start of the Pandemic (March 2020 in the UK), there is no shortage.
Please do not be concerned as we continue to maintain high standards of cross infection control.
Stay safe and please contact us if you have any questions.
Please note that you will only be allowed entry to the practice if you have an appointment. To book an appointment or make an enquiry, please call the practice on 0121 749 4980.
Kind regards and thank you for your patience
Water Orton Dental Centre