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  • 14 Mackets Lane, Hunts Cross, Liverpool, Merseyside L25 0LQ

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 Mrs Helen Jones, 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, Mrs Helen Jones.
  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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What our happy patients say

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First session of Polynucleotides complete 🧬 🙌🏼

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Did you know the amazing @dr.suniaesthetics offers all things facial aesthetics at our practice?😍 Including gorgeous lip enhancement treatments just like this one !💋

If you are interested in a particular treatment then please contact ourselves or Sunita to arrange a free consultation to discuss how we can help you enhance your beauty 🫶🏻
This weather calls for…. 

Anti sweating treatment ☀️ 😰

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COMPOSITE BONDING MAKEOVER🤩

Sit back and relax while we transform your smile within a matter of hours👏🏼🦷

For more information on composite bonding please get in touch today to arrange your free consultation💙
Last night we celebrated our lovely dental nurse Anne’s retirement 💙

Anne has been a hardworking & dedicated member of Hunts Cross Dental Centre for over 10 years now and will be truly missed by all of the team ( especially our tea and coffee drinkers !😅) 

Good luck Anne we wish you all the best, enjoy !!🌎 ✈️🌲🪨🌊
This case consisted of replacing old worn porcelain veneers with direct composite veneers as well as some edge bonding to the adjacent teeth🦷🤩 

There are so many different ways in which composite bonding can be used to transform your smile! To get booked in for a free consultation please send us a message or call us on 01514862697 💙

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What better way to end another busy week than a composite bonding makeover with Dr Ben Harvey🤩

Our patient wanted his upper teeth to appear straighter and more uniform but still wanted to keep the current appearance of his canine teeth (fangs!) and he was more than happy with the results 👏🏼

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