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.

We aim 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 Sarah Peterson, Treatment and Patient Care Coordinator.
  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 Treatment and Patient Care Coordinator immediately. If the Treatment and Patient Care Coordinator is not available at the time, then the patient will be informed when they will be able to talk to the Treatment and Patient Care Coordinator, 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 Treatment and Patient Care Coordinator. 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 Treatment and Patient Care Coordinator, Sarah Peterson.
  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 explain 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, 37 Wimpole Street, London, W1G 8DQ. Telephone: 0208 253 0800 dcs.gdc-uk.org.

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

Get in touch

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Patrick C

I recently had some dental issues with broken teeth and saw Maya for a check-up. Maya gave me options to get my teeth repaired, and I now have 2 lovely new white fillings. I had also misplaced my denture, and Maya made me a new one, which fits so well and is so comfortable. The treatment from start to finish was explained in detail, and I’m really happy with the final results. I highly recommend this dental practice and am pleased to have found such a friendly, helpful team.

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Justin S

Today I had the ‘pleasure’ of a shiny new filling by Nishma, who has become a bit of a household name around here! The kids love her, and now, I have to pretend to be “Dentist Daddy” when brushing their teeth (inspired by Nishma)!

Zero pain.
100% friendliness.
On time.
In and out in 30 minutes.

As always, a lovely experience. Well, aside from the bill, I guess, but thanks to the UK Govt, we have to pay for dental treatment these days, and Nishma’s expertise comes at a fair and appropriate cost. Thanks, Nishma (and your lovely colleague) for a smooth experience (and smooth filling too)!

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Liz P

What a fantastic practice! My son was absolutely terrified to enter the dental practice, but Sarah at reception and our dentist, Fatima, were both absolutely amazing with him and calmed him down quickly. Their customer service was some of the best I have experienced anywhere.

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Isabelle B

Very professional team. Always on time. Very clean premises. Friendly staff. They seem up-to-date with new techniques and equipment. They take pride in their work. I have had several dentists at this practice over the years, but they are all very good at their job. Can recommend.

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Eric D

Recently changed my dentist to a local one and I have found all the staff here very friendly, caring and most importantly, understanding in terms of my ongoing oral health care. Treatment has been exceptional, easy and importantly pain pain-free and appropriate. Thank you, Anita, Maya and the team.

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Anthony B

Excellent friendly practice, treatment was very good and painless, everything was explained, and great care was taken to ensure my comfort. Good ambience in the waiting room, the appointment was on time. Recommended.

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Ann WR

Totally recommend this Dental Surgery! Maya and her team were very professional and kind. I cannot express how grateful I am to have new crowns and a bridge so that I can smile with confidence. They talked me through every stage, and the final result was brilliant.

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Margo L

Always delighted with the results of any treatment I receive. Face may crumble with age, but my smile shows the benefit of long years of care from Knightsfield Dental Practice.

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Wendy H

Since Anita has been taking care of my teeth, I have been highly satisfied with Knightsfield Dental Practice. She is always bright, positive, caring and very clear about treatment options, which she executes professionally and well. Love my visits now.

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Stuart W

I had an old filing replaced. The procedure was delivered very well, and in a nice, calm atmosphere. The anaesthetic took quite a long time to ease off – more like 4 hours before I could feel my bottom lip and cheek, but I’d rather that than feel the procedure (which I didn’t).

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Nick B

Highly recommend the service at the dentist. Thoroughly professional in the explanation and treatment of my teeth. A great experience, thank you!

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Clare A

I had an old filling that had to be replaced, and I had the treatment today. I can honestly say it was the most relaxing treatment; I didn’t feel a thing, and the dentist and her dental nurse were brilliant.

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Steven W

My treatment was concisely explained from start to finish, including aftercare. I was reminded of each appointment both by phone and email. The professionalism and diligence of Maya, Sarah and all staff were faultless.

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Karen J

I had to go to this practice as an emergency, being a very nervous patient, I can not tell you how nice they were. The dentist informed me of what treatment should be done, and the dental nurse was lovely and held my hand throughout the tooth extraction; they even gave me a coping strategy to use. Cannot recommend them enough, all staff were lovely and friendly.

star blue green plain icon
google blue red yellow green plain icon

Patrick C

I recently had some dental issues with broken teeth and saw Maya for a check-up. Maya gave me options to get my teeth repaired, and I now have 2 lovely new white fillings. I had also misplaced my denture, and Maya made me a new one, which fits so well and is so comfortable. The treatment from start to finish was explained in detail, and I’m really happy with the final results. I highly recommend this dental practice and am pleased to have found such a friendly, helpful team.

star blue green plain icon
google blue red yellow green plain icon

Justin S

Today I had the ‘pleasure’ of a shiny new filling by Nishma, who has become a bit of a household name around here! The kids love her, and now, I have to pretend to be “Dentist Daddy” when brushing their teeth (inspired by Nishma)!

Zero pain.
100% friendliness.
On time.
In and out in 30 minutes.

As always, a lovely experience. Well, aside from the bill, I guess, but thanks to the UK Govt, we have to pay for dental treatment these days, and Nishma’s expertise comes at a fair and appropriate cost. Thanks, Nishma (and your lovely colleague) for a smooth experience (and smooth filling too)!

star blue green plain icon
google blue red yellow green plain icon

Liz P

What a fantastic practice! My son was absolutely terrified to enter the dental practice, but Sarah at reception and our dentist, Fatima, were both absolutely amazing with him and calmed him down quickly. Their customer service was some of the best I have experienced anywhere.

star blue green plain icon
google blue red yellow green plain icon

Isabelle B

Very professional team. Always on time. Very clean premises. Friendly staff. They seem up-to-date with new techniques and equipment. They take pride in their work. I have had several dentists at this practice over the years, but they are all very good at their job. Can recommend.

star blue green plain icon
google blue red yellow green plain icon

Eric D

Recently changed my dentist to a local one and I have found all the staff here very friendly, caring and most importantly, understanding in terms of my ongoing oral health care. Treatment has been exceptional, easy and importantly pain pain-free and appropriate. Thank you, Anita, Maya and the team.

star blue green plain icon
google blue red yellow green plain icon

Anthony B

Excellent friendly practice, treatment was very good and painless, everything was explained, and great care was taken to ensure my comfort. Good ambience in the waiting room, the appointment was on time. Recommended.

star blue green plain icon
google blue red yellow green plain icon

Ann WR

Totally recommend this Dental Surgery! Maya and her team were very professional and kind. I cannot express how grateful I am to have new crowns and a bridge so that I can smile with confidence. They talked me through every stage, and the final result was brilliant.

star blue green plain icon
google blue red yellow green plain icon

Margo L

Always delighted with the results of any treatment I receive. Face may crumble with age, but my smile shows the benefit of long years of care from Knightsfield Dental Practice.

star blue green plain icon
google blue red yellow green plain icon

Wendy H

Since Anita has been taking care of my teeth, I have been highly satisfied with Knightsfield Dental Practice. She is always bright, positive, caring and very clear about treatment options, which she executes professionally and well. Love my visits now.

star blue green plain icon
google blue red yellow green plain icon

Stuart W

I had an old filing replaced. The procedure was delivered very well, and in a nice, calm atmosphere. The anaesthetic took quite a long time to ease off – more like 4 hours before I could feel my bottom lip and cheek, but I’d rather that than feel the procedure (which I didn’t).

star blue green plain icon
google blue red yellow green plain icon

Nick B

Highly recommend the service at the dentist. Thoroughly professional in the explanation and treatment of my teeth. A great experience, thank you!

star blue green plain icon
google blue red yellow green plain icon

Clare A

I had an old filling that had to be replaced, and I had the treatment today. I can honestly say it was the most relaxing treatment; I didn’t feel a thing, and the dentist and her dental nurse were brilliant.

star blue green plain icon
google blue red yellow green plain icon

Steven W

My treatment was concisely explained from start to finish, including aftercare. I was reminded of each appointment both by phone and email. The professionalism and diligence of Maya, Sarah and all staff were faultless.

star blue green plain icon
google blue red yellow green plain icon

Karen J

I had to go to this practice as an emergency, being a very nervous patient, I can not tell you how nice they were. The dentist informed me of what treatment should be done, and the dental nurse was lovely and held my hand throughout the tooth extraction; they even gave me a coping strategy to use. Cannot recommend them enough, all staff were lovely and friendly.

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