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
Dr Zubair Sacranie - BDS MFDS RCSEd MMed Sci (Dental Implantology) & Associates
Following Thursday 28th May’s daily COVID update from Downing Street, we wanted to update you on the current situation at the practice. The Prime Minister announced that dental practices will be reopening from the 8th June 2020.
While we are returning to face to face contact with patents, this will be a slow and gradual process and unfortunately appointments cannot be booked directly with our reception team. Existing patients undergoing courses of treatment or those patients who have been triaged by our dentists and are still experiencing problems will be prioritised.
During this Phase 1 of reopening we will be seeing some patients for emergency dental treatment only who have not been able to be helped by advice over the phone. To make one of these appointments, please contact the practice where you will be triaged by one of our dentists initially.
Although we may be ‘open’ we must stress that it will not be business as usual immediately. There will be many changes in the way we need to work and it may still be sometime before we can reconvene routine dentistry.
Please look out for further updates in the coming days on our website as this will be reviewed on a regular basis.
On behalf of Water Orton Dental Centre I would like to thank all of you for your patience and please know that we are working as hard as possible to ensure that we work within government guidance to slowly return to our normal service.
Thank you for your patience.
Mrs Danni Phoenix - Practice Manager
Water Orton Dental Centre