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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 Karnika Panchal, Clinical Director, 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 Clinical Director, Dentist immediately. If the Clinical Director, Dentist is not available at the time, then the patient will be informed when they will be able to talk to the Clinical Director, 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 Clinical Director, 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 Clinical Director, Dentist, Dr Karnika Panchal.
  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

Exceeding Expectations

"I was very impressed with how professional and polite the dentist and practice staff where. I would defiantly recommend this practice to anyone who needs a dentist"

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"Booked as an emergency visit today. The online booking system was impressive and the first for me with a Dental Practice, modern times in a forward-thinking Practice, well done."

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"I have been looking for a dentist for a while now and I’m happy I’ve found this place! 😊 friendly, clean and professional practice!"

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"Very efficient and friendly team!!! My wife and I had a fantastic experience from the moment we stepped into the clinic until we left. Highly recommended professional service. We have…

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"After several years of bad experiences with dentists, I wanted to try somewhere new especially as I was suffering from a bad toothache so I called dental care in Kettering.…

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"Booked an emergency appointment, when I arrived, the staff were extremely helpful and professional. I was made to feel at ease and during the treatment, every step was explained. I…

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"Really nice staff. The dentist was fantastic. The best dental practice I've ever been to. If your looking for a dentist look no further."

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"Great service, highly recommend!! I had a severe toothache and needed to see someone urgently, I rang and made an emergency appointment and was seen virtually immediately. I was thoroughly…

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"I can highly recommend Dr Himesh Panchal and Dr Karnika Panchal Profesional service and by far the best dentist I have ever been too Thank you very much to you…

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"I saw Dr Panchal who was very quick to put me at ease and explained everything that he and his colleague were doing. I highly recommend to any nervous patients…

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"Dr Karnika Panchal is truly excellent. I had a cosmetic procedure and right from the start, Dr Panchal placed my expectations in the heart of everything she did. She listened…

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"I had a wicked toothache and rang Dental Care for an appointment. Although unable to see me on the same day I had the consultation the following morning. All the…

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