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.
We're accepting NHS patients
0121 749 4980
5 Station Buildings, Birmingham Road, Water Orton, Birmingham, B46 1SR
Mon: 8am - 1pm / 2pm - 7pm
Tue: 8am - 1pm / 2pm - 5.30pm
Wed: 8am - 1pm / 2pm - 5.30pm
Thu: 8am - 1pm / 2pm - 5.30pm
Fri: 8am - 2pm
Alternate Sat: 9am - 1pm
Dr Zubair Sacranie - BDS MFDS RCSEd MMed Sci (Dental Implantology) & Associates
We would like to inform you that due to the COVID-19 outbreak we are currently unable to work as normal following the current government guidelines.
This is not a decision we have taken lightly but we feel it is our responsibility to protect you, our valued patients, our team and our families. We have taken the difficult decision to cancel all routine examinations, treatments and dental hygiene appointments.
Please do not arrive at the practice unannounced.
We will be maintaining a telephone service for advice for patients with a Dental Emergency. Dental emergencies include: Severe pain for over 48 hours, Facial Swelling, Trauma or uncontrolled bleeding.
We understand this is inconvenient and it may mean the treatment timelines are extended. We hope to reconvene normal service once it is safe to do so. One of the team will be in touch or you will receive a text message in due course to postpone if you have an upcoming appointment.
Thank you for all your support during these uncertain times.
Stay safe and we look forward to seeing you all soon. Best wishes.
Water Orton Dental Centre