Our Policies
We want our service to meet your expectations. If you have a concern or complaint about any aspect of our service, we want to know what mistakes we made and identify how we can improve to ensure that we meet your expectations in future. Our aim is to learn from any feedback we receive and improve the service we provide to our patients.
We will deal with complaints courteously and promptly and aim to resolve the matter as quickly as possible.
Making a Complaint
If you wish to make a complaint or simply let us know how we could have done better, please contact Jim Sykes, our Complaints’ Manager or our Practice manager Sophie Davidson
By telephone on 01434 603759
By email at info@hexhamdentalclinic.com
By letter to Hexham Dental Clinic, 17 Battle Hill, Hexham, NE46 1BA
In person at the practice.
The Complaints’ Manager usually works at the practice on Monday, Tuesday, Wednesday and Thursday 09:00am – 5:00pm and our Practice Manager is available Tuesday, Wednesday and Thursday 09:00-5:00pm
If you contact the practice to make a complaint and the Complaints’ Manager is not available, you could ask to speak to our practice manager. If they are unavailable we will arrange a convenient time for them to contact you. We will ask you for brief details of your complaint so that the Complaints’ Manager can gather any useful information before contacting you. You will be given a copy of the notes made for the Complaints’ Manager.
If the matter requires a more immediate response, we will arrange for a senior member of the dental team to deal with it.
If your complaint is about your dental treatment or the fee charged, we will usually ask the dentist concerned to contact you, unless you do not wnt this.
We acknowledge all complaints in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days.
Investigating a Complaint
We will offer to discuss the complaint with you and will ask how you would like to be kept informed of developments – by telephone, letters or e-mail or by face-to-face meetings. We will let you know how we will deal with your complaint and the likely time that the investigation will take to complete. If you do not wish to discuss the complaint further, we will still let you know the expected timescale for completing the investigation.
We will investigate your complaint and, as far as reasonably practicable, will let you know how our investigation is progressing.
When we have completed our investigation, we will provide you with a full written response, unless you have told us that you do not wish for further communication. The report will explain how we considered the complaint, the conclusions we reached for each part of your complaint, details of any remedial action we have taken and whether further action is needed.
Records
We keep proper and comprehensive records of any complaints that we receive and the action we have taken following investigation. We review these records regularly to ensure that we recognise our mistakes and take every opportunity to improve our service.
If you are not satisfied
If your complaint was about your dental treatment and you are not satisfied with the result of our investigation, you can take up the matter with a relevant external organisation.
For complaints about NHS treatment
England: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP (0345 015 4033 or www.ombudsman.org.uk).
For complaints about private treatment
Dental Complaints Service, 37 Wimpole Street, London W1G 8DQ
(020 8253 0800 or online at https://contactus.gdc-uk.org/dcs/Complaint/PrivatePatients).
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Ready to Experience the Difference?
Whether you’re a long-time resident or newly arrived in the Tyne Valley, we’d love to welcome you to Hexham Dental Clinic.
Book a consultation or call us today to discuss your smile, your concerns, or simply to meet the team.
We look forward to meeting you — and helping you feel at home with us.
Hexham Dental Clinic
17 Battle Hill
Hexham
NE46 1BA
+44 (0) 1434 603759
info@hexhamdentalclinic.com
If you have a life threatening medical emergency please dial 999. If you require urgent dental assistance which cannot wait until the surgery opens, please dial 111, the 24/7 urgent care healthcare advice service.
