Code of Practice

"They do not do unnecessary treatments but always operate on the 'if it ain't broken don't fix it' and 'try to preserve the tooth as much as possible' premise. 

 

★★★★★

Y.D.

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About NHS Dentist


NHS Dentist is one of the largest single dental contract holders in central London, caring for people with a wide range of dental health needs. We provide a broad range of services to treat people with a variety of dental health needs. In basic terms, these services include examination, assessment, advice, treatment of long-term conditions such as periodontitis (gum disease), preventive dentistry, child friendly dentistry and restorative treatment. We are here to provide support for people through every stage of life. Where NHS treatments are not available, such as white restoration in back teeth or cosmetic treatment, we offer a number of different options to our patients with very reasonable fees. We also provide implant treatment, Invisalign treatment (see-through braces) and Inman aligner (a removable orthodontic appliance). We are committed to providing services that meet the needs of the people who use them, and we actively encourage the involvement of our staff in local schools to help make a difference to the local community.




Our Values


Trust: We aim to earn our patients’ trust with the high quality care and respect which we demonstrate. We place a great deal of emphasis on continuous professional development to enable us to completely satisfy the patient’s needs. Respect: We value the diversity of both the people we support and our staff. To create a respectful and supportive working environment we will take the time to communicate clearly to ensure mutual understanding and inclusion. Care: We will involve people in deciding their future dental treatment and care, working together and alongside carers and families to create practical solutions that meet individual needs. We will give our staff the support and opportunities they need to grow and develop. Pride: Recruiting, retaining and developing a skilled and motivated workforce that is proud to work for NHS Dentist and that NHS Dentist is proud to employ.





Our Practice Policy

This is a brief description of what this practice has done since we opened and what it will continue to do for the good of its patients.

About NHS Dentist


NHS Dentist is one of the largest single dental contract holders in central London, caring for people with a wide range of dental health needs. We provide a broad range of services to treat people with a variety of dental health needs. In basic terms, these services include examination, assessment, advice, treatment of long-term conditions such as periodontitis (gum disease), preventive dentistry, child friendly dentistry and restorative treatment. We are here to provide support for people through every stage of life. Where NHS treatments are not available, such as white restoration in back teeth or cosmetic treatment, we offer a number of different options to our patients with very reasonable fees. We also provide implant treatment, Invisalign treatment (see-through braces) and Inman aligner (a removable orthodontic appliance). We are committed to providing services that meet the needs of the people who use them, and we actively encourage the involvement of our staff in local schools to help make a difference to the local community.




Our Values


Trust: We aim to earn our patients’ trust with the high quality care and respect which we demonstrate. We place a great deal of emphasis on continuous professional development to enable us to completely satisfy the patient’s needs. Respect: We value the diversity of both the people we support and our staff. To create a respectful and supportive working environment we will take the time to communicate clearly to ensure mutual understanding and inclusion. Care: We will involve people in deciding their future dental treatment and care, working together and alongside carers and families to create practical solutions that meet individual needs. We will give our staff the support and opportunities they need to grow and develop. Pride: Recruiting, retaining and developing a skilled and motivated workforce that is proud to work for NHS Dentist and that NHS Dentist is proud to employ.





Patients Complaints Procedure

 

At NHS Dentist, 355 North End Road, London SW6 1NW

 

Complaints are taken seriously and we train our staff to deal with complaints courteously. We will expect patients to make their complaint without insults or threats. Our aim is to restore your faith in the practice and to ensure you are happy with the outcome of your complaint.

 

In the first instance, please call us to speak to the person responsible for complaints Ms Chloe Wright. She will try to find a solution to any concern you may have. If we are busy to take your phone call, do not hesitate to e-mail us a request for a call back, to info@nhsdentist.com. We will endeavour to call you back as soon as we can.

 

We try to handle complaints in house with a face to face meeting. Should your concern be a clinical matter, we often offer an appointment with another dentist or our principal dentist so you can discuss the matter with a third party or one of the most senior people at the practice. We find this frequently provides patients the information or reassurance that they need. Should we be unable to settle your complaint in this way, then you may want to put your complaint in writing to our Customer Service manager, Chloe Wright who will then follow the formal complaints procedure route.

 

We will try to establish what you expect as an outcome of your complaint and we will agree a plan of action. Your care and treatment will not be compromised because you have made a complaint. If at any stage you feel concerned about this, please let us know.

 

If the complaint is received from the outset in writing, we will acknowledge your letter within three working days.  We will endeavour to investigate the problem and write back to you within an agreed time frame, allowing for holiday periods and sickness. If the complaint takes longer to resolve, for any reason, we will keep you informed of progress to date and the reason for the delay. As mentioned above, we try and have a face to face meeting at the initial stage to establish the desired outcome of the complaint. We will contact you for such a meeting. In the event of you declining this, we will carry on according to the procedure without an initial meeting.

 

During the agreed period (or after the face to face meeting if appropriate), all parties involved in the complaint will be interviewed by the Complaints Manager. The notes, x-rays and any other information will be read and evaluated. The Complaints Manager will discuss the whole matter with any parties concerned and with the Principal dentist. You should be aware that we may need to disclose information about you to third parties in the event of a complaint e.g. solicitors, specialists, NHS England, medical indemnity organisation, etc.

 

Records are kept of any complaint. We monitor the reasons for complaints and we discuss them at staff meetings so we can learn from our mistakes. We also arrange training for any area of our work that we feel has been shown to need reinforcement following our regular complaints analysis e.g. understanding patient concerns.

 

Our complaints procedure is based on the National Health Service Complaints (England) Regulations 2009. Please follow our procedure in its entirety and if then you are dissatisfied with our response a complaint may be made to:-

 

  • You can get help from PALS to make a complaint. www.pals.nhs.uk

  • You can also engage with POhWER, who are an independent charity providing NHS Complaints advocacy www.pohwer.net

  • NHS England Complaints Team, NHS England, Southside 4th Floor, 105 Victoria Street, SW1E 6QT (if you chose not to give the practice the opportunity to resolve your complaint, as you cannot complain to both the practice and NHS England)

  • Parliamentary and Health Services Ombudsman at Millbank Tower, Millbank. London, SW1P 4QP.

  • You can write to the CQC at Finsbury Tower, 103-105 Bunhill Row, London EC1Y 8TG

 

All dentists, therapists, hygienists and qualified dental nurses are regulated by the General Dental Council.