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Welland Road Hilton Derby DE65 5GZ

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 is Mr Jatinder Dhadli (Practice Owner).
  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 Owner immediately. If the Practice Owner is not available at the time, then the patient will be informed when they will be able to talk to the Practice Owner 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 Owner. 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 Owner Jatinder Dhadli.
  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 patients say

“Went tonight with my husband and two children.... It was a lovely atmosphere, the staff were really friendly and very helpful and made the children feel at ease, would highly recommend Hilton Dental Care to everyone.”

Dawn Murphy
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What our patients say

From the moment my husband and I walked into the reception, we were met with a lovely friendly atmosphere.

Beryl Walker
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What our patients say

Friendly service and the monthly scheme is well worthwhile!

Olly Thompson
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What our patients say

Very professional staff. Friendly and welcoming. Jatinder put me at ease. As a very nervous patient. I hardly felt a thing. Best Dental care l have ever had.

Kathleen Parker
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What our patients say

My children have had their first appointment today. Very thorough & everything was well explained by the dentist.

Lindsey Harris
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What our patients say

These guys are really good. Not a fan of the dentist but highly recommend.

Jayne McDonald
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What our patients say

Would like to repeat what everyone is saying about the new dental practice in Hilton. Jatinder and his staff members are amazing.

Leon Murphy
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What our patients say

Nice modern premises dentists great staff explain everything and are very caring.

Paul Deller
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What our patients say

When my husband and I and our two boys visited I felt so comfortable. I was worried as the boys were very lively but the receptionist made me feel at complete ease and found the CBeebies channel for them will never dread going there xx.

Anna Johnson Nee-Batten
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What our patients say

For the first time in my adult life I felt I could trust the lovely dentist here, absolutely brilliant experience

Jo Johnson-Hill
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What our patients say

Great service and comfortable friendly practice... Never felt this way about the 'dentist' before.

Nel Kirby
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What our patients say

I have had my first appointment at the Hilton Dental practice today and I never thought I would ever come out of a dentist to say....I loved my experience, but I genuinely did. From start to finish the staff were so friendly and attentive and really put me at ease. My experiences of dentists in the past have not been great....to the point where I have put off going for over 2 years. After today I will not dread going to the dentist anymore. Thank you all so much for making my experience a positive one and thank you for coming to Hilton. I would absolutely recommend!!!!

Sara-jo Taylor
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What our patients say

Really professional service from start to finish. Reception girls are lovely - the whole surgery is beautifully presented whilst being warm and friendly. Both Laura and Jatinder are fantastic, making the whole experience not only bearable but comfortable and I'm more than happy to return.

Rachel Griffiths
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What our patients say

Just been for my check-up at our very own state-of-the-art dental surgery. The ambience of the buidling and furnituire along with the helpfulness and friendliness of the staff make for a very relaxing visit .... Many thanks to Jatinder, Abbey and Alice for making the experience so good.

Delia Hopkinson
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What our patients say

Just recently registered with Hilton Dental care and cannot fault the service and level of care that myself, my partner and my little boy have received! Was a big decision to make after my dentist of 28 years retired, having to put my trust in a new one but I have certainly made the right choice in choosing my new local dentist!

Amy Woolliscroft
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What our patients say

The best dentist that i've ever been to, i haven't had the best experiences with dentists in the past and the team here are by far the best ones. They make me feel relaxed and calm and i don't have the anxiety associated with going to the dentist anymore and i am so very grateful for that, everything else is a bonus. cannot fault the treatments too! thanks alot.

Michelle Louise Cole
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What our patients say

Hadn't had a good experience with dentists previously, so avoid them like the plague ... however, my daughter, Abbie works here and bullied me into going ... have to say, I wasn't looking forward to it. However, Jat was fantastic, explains everything thoroughly. They give you a treatment plan, you can take it or leave it, no pressure. I needed some fillings, which I didn't want to have (as this was my bad experience previously), I didn't even feel the needle, I even had a giggling fit half way through my injection as my bottom lip got the wobbles and for some reason found that funny! Would absolutely highly recommend this dental practice (and not just because my daughter works here) I can honestly say, never felt so at ease at the dentists.

Helen Bishop
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What our patients say

I'm quite a nervous patient, and I felt quite relaxed from the start, the receptionist Abbie greets you by name always with a smile and makes you feel at home, the dentist Jatinder and his assistant Alice put you at your ease and he explains the entire procedure first. A+.

Kevin Slater
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What our patients say

Really fantastic service from all the staff. Having been a bit naughty and not having seen a dentist for almost 10 years I had a very thorough check up, including x-rays and discovered my filling needed repairing. I was quickly booked in and the whole experience was 10 times better than my first filling experience at my last dentist. I took my daughter who is 14 months in for her first check up and everyone was brilliant, they somehow persuaded her to open her mouth and the whole experience was very positive! Highly recommend!!

Amanda Rushby
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What our patients say

Another seamless appointment with Jatinder, who is always so caring and polite and thorough with his examinations. The reception staff are always so helpful and friendly. Gemma my hygienist is very professional and lovely too!

Susan Hobart
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What are patients say

It was good and they gave me a sticker!

Ava
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What our patients say

Everyone is always super nice and always remember us when we visit. We couldn't be happier with the way we are treated. Our whole family come here.

V Hollins
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What our patients say

Really pleased with the service I receive. Very pleasant, well mannered and professional staff. Would recommend.

A Owen
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What our patients say

New to the practice I can't recommend enough. All staff have been friendly and welcoming and all appointments have been informative and helpful. Really appreciate the personal feel of the service and nothing is too much.

M Roddis
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What our patients say

Very clean practice and superb reception area. Both the dentist and the hygienist and very through and caring and its quite a pleasure visiting rather than something to be worried about. The chairs are so comfortable, I even fell asleep while having a clean.

P Deller
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What our patients say

Fantastic service, can not fault from the minute you walk in! Very helpful and accommodating staff!

C Bonney
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What our patients say

Randeep, Bourbon and Beth and all reception team were so friendly and helpful, the key difference is that EVERYONE made sure I was ok and fully informed at every stage which showed genuine care! (Very rare)

N Davenport
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What our patients say

AMAZING SERVICE! In the past I have always worried about going to the dentist. Now, most of my fear has gone away because of the amazing staff and treatment.

V Watson
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What our patients say

Excellent service and communication for the appointment and future appointments.

L Walsh
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What our patients say

Can't recommend the team highly enough, the team (no matter who you have) are always so friendly. Abbie, Jat and Gemma are just lovely and honestly the reason we've gone private, as past experiences of dentists have been traumatic.

M Roworth
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What our patients say

All on time and efficient. Good reminder service. Pleasant receptionist to put you at ease.

D Nugget
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What our patients say

Warm and friendly as always. The advise I receive is always detailed. Thank you!

S Mann
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What our patients say

A totally lovely team, professional and very caring.

S McCarthy
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What our patients say

Fabulous from reception to hygienist.

S Bratby
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What our patients say

Fantastic staff! Always happy with the treatment value for money.

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What our patients say

Fantastic clinic, all friendly and helpful. Keep up the good work

G Bright
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What our patients say

Before I came to this dentist I was a very apprehensive patient. The care this practice takes is amazing. You always feel welcome, comfortable and everything is well explained. Thank you!

M Coxon
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What our patients say

Friendliest staff i know. Always feel comfortable and welcome. Dental care is brilliant, careful and well explained. Couldn't be more helpful.

M Wood
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