Feedback & Complaints

Our patients are at the heart of all that we do and feedback from our patients on the quality of service we provide is vital to us.

Our promise to you

We want you to always receive a quality service and have the very best experience possible from our team of dentists, dental nurses, therapists and receptionists.

Feedback and learning from our patients is one of the best ways we have of ensuring we fulfil our promise to you and so we really want to hear from you. We value all comments and share them with our teams so we can learn from what we did well, and do more of this; or if the comment is about how we can improve, we can reflect on how we disappointed you and make improvements for the future.

How you can tell us of your experiences

There are a number of ways you can give us feedback but however you decide, we will always:

  • listen carefully
  • take you seriously
  • provide you with an explanation
  • treat your feedback as confidential, unless you give us permission to share your details

In order to help patients provide us with this vital information we offer the following:

  • A comment card available from the dentist or at reception at the clinic you visit; you can complete this during your visit or return the completed form by post or on a subsequent visit.

 

  • Completing a brief on-line questionnaire (using “Survey Monkey”); this is convenient to use and gives us information to help improve our service and to deal with any problems that may have occurred. Please see the “Give feedback now” box on this page orclick on the link on the right of this page.

You may keep your comment anonymous but obviously this prevents us from responding to you personally.

Patient feedback through the national Friends and Family Test

This is method by which our patients are able to give their feedback about how likely they would be to refer friends and family to CDS.  The results will be published by NHS Choices and provide a patient rating for CDS in Bedfordshire, Suffolk, Norfolk, Lincolnshire and Essex.

Overall we currently receive a 98% recommendation rating

Making a Complaint

We want you to receive the best service and care in all our clinics. However, we do recognise that problems sometimes come up and we want to deal with any issues as fairly and quickly as possible.

We also want to ensure that action is taken to prevent similar things happening again. The leaflets on the right of this page tell you what you can do if you wish to make a complaint or wish to bring a matter that concerns you to our attention.  Better still, please contact us and we can talk about how we can make things better for you.

If you would like support to make a complaint, you can get help from an NHS Complaints Advocate. Contact your local Healthwatch to find out who provides Independent Health Complaints Advocacy in your local area.

If you would rather not speak to us directly, you can contact NHS England instead. NHS England is responsible for commissioning (buying) NHS dental services.

If you are not happy with the way in which your formal complaint was handled (either by the dental practice or NHS England, if you chose to go to them) you can go to the Parliamentary and Health Service Ombudsman (PHSO). The Ombudsman makes the final decision on complaints that have not been resolved by the NHS in England.

You can find more information about the NHS complaints process, what to expect from it, and other ways to give feedback, on the NHS Choices website.

If the problem is so serious that you think the dental professional could be a risk to other patients, you should contact the General Dental Council (GDC), which regulates dental professionals in the UK. If the issue is serious enough, the GDC can stop individual dentists from practising. The GDC does not get involved in complaints that are being managed locally. It does not resolve complaints or award compensation.

If the problem is so serious that you think the care provided at the practice could be a risk to other patients, the Care Quality Commission (CQC) would like to know about it. CQC cannot investigate individual complaints, but its inspectors use information when they inspect services to make sure that they are meeting quality and safety standards.

To Complain about Private Services

If you have received private paid for dental care from us and would like to make a complaint, please speak to the Dental Complaints Service which is an independent body funded by the General Dental Council dedicated to supporting patients in seeing that complaints are resolved. They can be contacted at the address below:

 

Dental Complaints Service
Stephenson House
2 Cherry Orchard Road
Croydon
CR0 6BA

Tel: 08456 120 540 / 0208 2530800
Email: info@dentalcomplaints.org.uk

Patient Engagement Group

We greatly value engaging with our patients and we have established a patient engagement group with whom we consult on a whole range of our issues including future plans and service development.

We are always looking for more people to join this local user-group and if you would like more information on helping us to hear the patient voice direct, please contact us.

What have we achieved so far?

We listened and acted on suggestions with the following:

  • Better disability parking
  • Later opening hours
  • A variety of chairs in clinics
  • Patient feedback centres
  • Play-centres for waiting rooms
  • Water machines
  • DVD showing the dental journey
  • Magazines in waiting rooms