Richard M
Richard M
19:15 25 Aug 21
Really pleased I chose dental beauty as my new dentist, very professional, very friendly and helpful
Caroline Dumont
Caroline Dumont
10:20 05 May 21
Guy Beighton
Guy Beighton
14:21 29 Apr 21
New dentist Charlie Brandon seen today for second time and had prep work done for crown. Excellent customer service right from reception to treatment. Would highly recommend them if you need a dentist.
Katrin Sp
Katrin Sp
14:25 28 Oct 20
I can highly recommend James (dentist) and his team - including the lovely lady on reception - for being so professional, super friendly and just simply excellent in what they (he) are doing, so there is no reason for being nervous anymore when going to the dentist.
John Wheatley
John Wheatley
18:33 19 Oct 20
I have attended this dental surgery for many years and have found all the staff both courteous and very helpful.The dentist's I have received treatment from have been very professional explaining treatment plans and alternatives in layman's terms.On the practical side I have never felt more relaxed and secure when receiving treatment.
Carmit Stewart
Carmit Stewart
11:49 12 Oct 20
I have been treated in this dentist surgery and I have been happy and impressed always with Ann the recipient. She is very nice, helpful and always returns calls!I have been happy with all the dentists that have worked in the surgery but Dr James Lau is truly exceptional!He always treats you as you are is only patience! He is knowledgeable, really explains everything he is doing, he is respectful, professional and has agreed to see me in an emergency case. He goes the extra mile to help. He really cares and he is lovely. I am dreading that he might leave. I really trust his professional judgement and his treatment.The dentist assistant is lovely, seems professional and truly reliable.I feel lucky to have this dentist surgery available to me 🙂 Thak you!
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dental beauty practice team
dental beauty dentist

Complaints Procedure

 

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.

 

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 Nadia Javed, Practice Manager.
  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 Practice Manager immediately. If the Practice Manager is not available at the time, then the patient will be informed when they will be able to talk to the Practice Manager 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 Practice Manager. 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 Practice Manager, Nadia Javed.
  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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