Google Rating
4.9

Spread the cost with our new Hygiene Plans, starting from £15.40 per month!
We offer finance interest free for up to 24 months

Spread the cost with our new Care Plans, starting from £14 per month!
We offer finance interest free for up to 24 months

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 Ashley Oconnell, 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 Ashley Oconnell.
  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 twenty 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 twenty 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:

Scottish Public Services Ombudsman, SPSO, Bridgeside House, 99 McDonald Road, Edinburgh, EH7 4NS. Telephone: 0800 377 7330 www.spso.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

Get in touch

Got my implant tooth fitted here by Dr Ahmed and Lauren. Only in my 30’s and felt self conscious about having to take my front tooth out! Once I even lost it and had to walk around with my mouth…

google rating thumb1

All staff are super friendly. Lauren and Michaela were extremely helpful in explaining all parts of the invisalign process and walking me through the different paths for straightening my teeth and fixing issues I have with my bite. I would…

google rating thumb1

Super pleasant experience- the staff are dead nice and the place has a very warm and welcoming atmosphere. Everything was dealt in a very professional matter and rather quick. Waiting area is spotless and very comfortable. Two receptionists were extremely…

google rating thumb1

This practice is honestly hands down the best I've ever been to. The staff are so friendly, warm and welcoming and the practice is very modern and clean. I hadn't been for years and am extremely phobic of the dentist…

google rating thumb1

Had my tooth implant over 3 years ago here. Never had any issues with it. It’s not a visible tooth (far right at the very back) so not a big issue for cosmetic reasons but I eat more on that…

google rating thumb1

Excellent staff - always very polite and smiling! My dentist, James, is fantastic. I couldn't be happier with the treatment I have received here. I definitely recommend!

Alex Craig
facebook rating thumb1

Highly recommend this practice and especially Alan Howie. I used to be terrified of the dentist but Alan is patient, understanding and calming. After avoiding the dentist for a long time, Alan made me a treatment plan and explained everything…

Francesca Hempsey
facebook rating thumb1

Really friendly practice. Had a great experience with Dr Haroon Ismail having braces and other work done. Really happy with the results. Good, fair pricing and service. Highly recommend.

Fraser MacLeod
facebook rating thumb1

I cannot recommend Shawlands Dental Care highly enough. The staff are incredibly friendly and make you feel completely at ease. They go well above and beyond for their patients - From Alex at reception who is both helpful and accommodating…

Rian O'Regan
facebook rating thumb1

This practice is honestly hands down the best I've ever been to. The staff are so friendly, warm and welcoming and the practice is very modern and clean. I hadn't been for years and am extremely phobic of the dentist…

Rose Weight
facebook rating thumb1
×