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2 Green Dental 2 Green Walk Crayford Kent DA1 4JL

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2 Green Dental 2 Green Walk Crayford Kent DA1 4JL

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 is Dr Rajiv Ruwala, 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 Dentist immediately. If the Dentist is not available at the time, then the patient will be informed when they will be able to talk to the 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 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 Dentist, Dr Rajiv Ruwala.
  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.

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Testimonials

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Many people are afraid to go to the dentist. But here you needn't worry. The whole set up at Green Dental is 1st class and very professional. They l...

Graham Tilsed

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Love this dentist. Staff are so friendly, as always a warm welcome from Helen, Jade and Jodie on reception. As for the dentist, they treat you like a...

Sharon Rook

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I had some composite bonding work done by Dr Mihir and am so happy with the results. He was so professional and his work is excellent. He pays great a...

Roshni Arora

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Excellent!! The staff were very friendly, welcoming and helpful. The work was done very efficiently, and I am extremely happy with the quality of serv...

Tanuja Kulkarni

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I recently had teeth extractions done in 2 Green dental and had a very painless experience. All the staff, my dentist and nurse (Jess) were very frien...

Kripti Limbu

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I have attended the practice for a number of years and have always found all staff very friendly, helpful and professional. I recently saw my hygienis...

Sarah Williams

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Myself and my son both had our appointments with a new young DentIst called Julia. I wanted to say that she was such a lovely person. Very informative...

S.E ALL-STARS

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Excellent staff and very friendly. Ameka my dentist is brilliant. I was terrified of the a dentist in the past but NOT anymore. Would highly recommend...

Paul Bishop

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