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1a Woodbury Park Road Tunbridge Wells Kent TN4 9NH

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1a Woodbury Park Road Tunbridge Wells Kent TN4 9NH

Complaints procedure

Code of Practice for Patient Complaints

In this practice we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service which we provide Dr Alanna Gardiner, Principal Dentist.
  2. If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the Principal Dentist immediately. If the Principal Dentist is not available at the time, then the patient will be informed when they will be able to talk to the Principal Dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the Principal Dentist. 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 else to deal with it.
  3. If the patient complains in writing or by email, it will be passed on immediately to the Principal Dentist, Dr Alanna Gardiner.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
  6. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  8. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
  9. If patients are not satisfied with the result of our procedure then a complaint may be made to:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 www.ombudsman.org.uk

The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540 www.dentalcomplaints.org.uk

The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct

Testimonials

O my goodness... I was a shaking wreck this morning, before having some pretty intense dental work, but Phil & Alanna were just the most…

Carly Havard
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Testimonials

I wanted to personally thank you for my Invisalign treatment. I'm extremely happy with my results and glad I trusted you with the whole process.…

Neuza Carvalho
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Testimonials

Mr Gardiner performed implant surgery on both my right and left lower jaw recently. The process went smoothly and was pain free. I am extremely…

Dianne Denman
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Testimonials

I am a nervous patient in the Dentist's chair and my decision to proceed with a tooth implant was thankfully the right decision to take.…

William J Moore
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Testimonials

I wanted to have dental implants for a long time and was very lucky to find Dr Gardiner. Dr Gardiner was extremely friendly, professional and…

Odili Wanogho
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Testimonials

"I wholeheartedly recommend Dr Gardiner. I found his implant treatment to be excellent. I fractured a tooth and was understandably very concerned. Dr Gardiner placed…

Ahenkora Bediako
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Testimonials

I have visited Dr Gardiner for two dental implants and both times have been seamless and pain free experiences. Dr Gardiner explained the entire treatment…

Steve Bragg
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Testimonials

When I first started to see Phil I was quite anxious about having treatment done, however my nerves soon disappeared! I have now been a…

Jade Ahearne
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Testimonials

Took care, efficient and informative. The treatment was carried out in a relaxed, professional manor and the facility was spotless. I wouldn’t hesitate to refer…

Elliott Viles
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Opening Times

Monday: 8.00am – 8.00pm

Tuesday: 8.00am - 5.00pm

Wednesday: 8.00am – 8.00pm

Thursday: 8.00am - 5.00pm

Friday: 8.00am – 4.00pm

Alternating Saturdays: 8.00am - 1.00pm

Sunday: closed

(Lunch 12.30pm – 1.30pm closed daily)

Parking - There is parking available onsite and free for one hour opposite the practice on Woodbury Park Road.