The service provided by Mr Pritchard was excellent. The standard of care given by him was second to none.
Nicola B.
My dental treatment is excellent, thorough and of a very high standard. Mr Pattison and his staff are friendly and caring.
Barbara P.
I received excellent treatment. I would recommend Mr Pritchard to anyone. He is extremely kind and considerate.
Muriel P.
Mr Pattison was very informative, explaining all procedures. There was no pain - even during any injections. I am delighted with the results.
Lisa H.
Marvellous service, caring staff, a dentist who is so kind. It is a pleasure to attend my appointments.
Jean H.
I am extremely pleased with the service I have received. The overall outcome of the work I have had done is excellent.
Mrs Susan C.
I would recommend this dental centre to anybody. When treatment has been necessary it has been done to a very high standard.
Claire R.
Throughout the time I have spent with Ribble Dental I have been incredibly impressed by the service and standards of the practice.
Matthew W.
Very professional and caring environment. Recently had two new crowns fitted and the treatment and care is excellent.
Janice M.
Very happy with treatment received. Staff are very nice and extremely helpful.
Mary A.
My dental treatment is excellent, thorough and of a very high standard. Mr Pattison and his staff are friendly and caring. Information is always available and given with patience and understanding.
Barbara P.
Complaints Policy and Procedures
and
Code of Practice for patients who wish to raise concerns
Complaints Policy
At Ribble Dental Centre, we want to ensure that all our patients are pleased with their experience of our service. We take complaints very seriously indeed. If a patient makes a complaint, we will deal with the matter courteously and promptly so that it is resolved as quickly as possible. Our complaints policy and procedures are based on these objectives.
At Ribble Dental Centre, we have an effective complaints system in place to ensure that identifying, receiving, recording, handling and responding to any comments, observations, concerns or complaints occurs within a strict timetable that is clearly documented. Our Code of Practice for patients who wish to raise concerns is displayed in the policy file and all patients and visitors should feel confident that they will be listened to and responded to without fear of discrimination or recrimination. Our Complaints Policy and Procedures are displayed in reception.
We aim to ensure that any complainant is treated sensitively and in a manner that respects their human rights and diversity.
We recognise that a complaint is any expression of dissatisfaction with our service, treatment or advice and that a complaint can be made by a variety of methods, including verbally, by sign language or in writing.
In situations where a patient may lack confidence to express their views, or require help to do so, they will be supported by helpful team members. All patients’ complaints are fully documented and investigated and are dealt with fairly.
At Ribble Dental Centre we view complaints as an opportunity to improve our service delivery and to learn lessons that will help us make changes with the intention of avoiding a repetition of any similar complaint.
To help us learn lessons from complaints, we track and analyse all our complaints to identify trends that will help us improve our service.
Our
complaints procedures are monitored and reviewed regularly and the named
contact who is accountable for doing this is practice manager; Alison Wood
This policy and relevant procedures will be reviewed annually and are due for review on 15.01.2020 or prior to this date in accordance with new guidance or legislative changes or as a result of learnings following a complaint.
Complaints Procedures
Verbal complaints
If a patient complains on the telephone, at the reception desk or anywhere else in the practice, we will listen sympathetically to their complaint and make notes about his/her issues or problems, provided that the patient consents to us doing this.
Having first listened to the patient’s complaint, we will offer to refer him/her to practice manager; Alison Wood immediately. If Alison is not available at the time, the patient will be advised of when they will be able to speak to her and arrangements will be made for this to happen. If the patient has consented to their concerns or issues being written down, the team member will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable time period or if the patient does not wish to wait to discuss the matter, arrangements will be made for D Pattison / G Pritchard to deal with it.
Our aim in handling verbal complaints is always to try to resolve the issue to the patient’s satisfaction so that it does not escalate and become a written complaint.
Written complaints
If patients are not satisfied with the result of our procedure, then a complaint may be made to:
The Dental Complaints Service for complaints about private treatment
Address: Stephenson House, 2 Cherry Orchard, Croydon, CR0 6BA
Phone: 0208 253 0800
Email: info@dentalcomplaints.org.uk
The General Dental Council
Address: 37 Wimpole Street, London, W1M 8DQ
Phone: 0207 167 6000
Email: standards@gdc-uk.org
NHS England for complaints about NHS treatment
Address: NHS England, PO Box 6738, Redditch, B97 9PT
Phone: 0300 311 2233
Email: england.contactus@nhs.net with: ‘For the attention of the complaints team’ in the subject line.
The Care Quality Commission
Address: Citygate, Gallowgate, Newcastle upon Tyne NE14PA
Phone: 03000 616161
Email: enquires@cqc.org.uk
Ribble Dental Centre Code of Practice
for patients who wish to raise concerns
At Ribble Dental Centre we place great emphasis on meeting and whenever possible, exceeding our patients’ expectations. We try to ensure that all patients are pleased with their experience of our service and we take any concerns a patient may have very seriously.
If you have a concern regarding any aspect of your care, please let us know. We will do all that we can to resolve your concern to your satisfaction promptly and professionally, our aim being to respond to your concerns in a caring and sensitive way.
The person responsible for dealing with any concerns about the service we provide in this practice is our practice manager; Alison Wood.
If you raise an issue you are concerned or unhappy about over the phone or at the reception desk, after listening to a description of the problem the person with whom you raise your concern will try to resolve the issue to your satisfaction immediately.
If the person with whom you raise your concern is unable to resolve the issue for any reason, we will contact Alison Wood immediately. Should Alison be unavailable at the time, we will advise you when they will be available, and arrangements will be made for you to meet or speak with her.
If for any reason Alison is going to be unable to meet you or speak with you at a time that is convenient to you, we will arrange for the relevant dentist to take responsibility for dealing with your concern or complaint.
The team member with whom you first raised your concern will take brief details from you and pass these to Alison so that they can familiarise themselves with your concern prior to meeting you or speaking with you.
If you choose to write to us to express your concern rather than raising it verbally, your letter or email will be passed on to the relevant person immediately.
We will acknowledge any concerns you raise in writing within two days and we will also include a copy of this Code of Practice with our response. We will investigate your concern and report back within ten working days of it being received. If we are unable to complete our investigations within ten working days for any reason, we will notify you, giving reasons for the delay and the likely period within which the investigation will be completed.
We will confirm the outcome of the investigation and any decisions made in writing.
We will keep proper and comprehensive records of any concerns or complaints received.
We will do all we can to resolve your issue, concern or complaint to your satisfaction. If, for any reason, you are not satisfied with the outcome or the procedure, we will advise you of other avenues open to you for raising concerns. These are:
The Dental Complaints Service for complaints about private treatment.
Address: Stephenson House, 2 Cherry Orchard, Croydon, CR0 6BA
Phone: 0208 253 0800
Email: info@dentalcomplaints.org.uk
The General Dental Council (GDC) (the clinicians’ professional regulator].
Address: 37 Wimpole Street, London, W1M 8DQ
Phone: 0207 167 6000
Email: standards@gdc-uk.org
NHS England for complaints about NHS treatment.
Address: NHS England, PO Box 6738, Redditch, B97 9PT
Phone: 0300 311 2233
Email: england.contactus@nhs.net with: ‘For the attention of the complaints team’ in the subject line.
The Care Quality Commission (the regulator for all of health and social care)
Address: Citygate, Gallowgate, Newcastle upon Tyne NE14PA
Phone: 03000 616161
Email: enquires@cqc.org.uk