Complaints Procedure

Complaints Procedure

Patient Complaints Procedure

It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, we investigate them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint and we will be happy to answer any questions you may have about this procedure.

If you are not entirely satisfied with any aspect of our care or service please let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as written complaints.

Margaret George is the Complaints Manager and will be your personal contact to assist you with any complaints. If your verbal complaint is not resolved to your satisfaction within 24 hours or if you complain in writing, the Complaints Manager will acknowledge it in writing within 3 working days and will aim to provide a full response in writing as soon as practical.

We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible only by those who need to know about your complaint.

If the complaint investigation takes longer than anticipated the Complaints Manager will keep you informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can. You will also invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take the matter further, please see the contacts below.

Contacts

For private dental treatment you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue by calling 02082530800 or visiting www.dentalcomplaints.org.uk

The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org contact them on information@gdc-org.uk or by calling 02071676000.

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Opeing Hours
Monday 9 AM - 6 PM
Tuesday 9 AM - 6 PM
Wednesday 9 AM - 6 PM
Thursday 8.30 AM - 7 PM
Friday 9 AM - 5 PM
Saturday 10 AM - 2 PM
Sunday Closed

RECENT GOOGLE REVIEWS

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reviews-star.pngHighly recommend Museum Dental Suite. Their work is of the highest calibre, professional and friendly. I'm very thankful they for excellent aftercare advice and for making me relaxed and so well treated. I've recommended them to both my family and friends.

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reviews-star.pngI have been undertaking a cosmetic treatment (Invisalign) for around eight months here, off the back of a recommendation of a friend who had the same treatment. The professionalism and perfectionism with which my treatment was delivered was outstanding, as was the general service and were all of the staff I encountered.

My dentist Dr. Wahab Shakir was particularly great, with a friendly, reassuring manner and an eye for detail. He always went above and beyond, without ever being asked.

I'm now almost at the end of my treatment and couldn't be more pleased with how treatment has gone. Given the service and end result I'd also consider it excellent value for money.

Keep up the good work Museum Dental Suites!

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reviews-star.pngFirstly what a great dentist, all the staff were friendly and very helpful as this was my first time here.

I had called for an emergency appointment due to a sudden cracked tooth and Dr Wahab Shakir despite the end of day fast approaching (30 minutes till close) he said he would see me.

The treatment was not straight forward due to the crack but Dr Shakir after a lengthy time managed to save the tooth/restore it and prevent what I believe most dentists would have done which install a crown - Thank you!

Highly recommend this dentist and service and I am grateful for not only seeing me within an hour but also staying passed closing time and finally for doing a Stella job.

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reviews-star.pngThis is a top notch dentist who makes you feel at ease which for someone liked me is important. The staff are very professional, polite, courteous and friendly. Marios, my dentist is extremely patient and cares about your dental care and the service you receive. Just received my new dentures and they have been done to a very high standard and am very pleased. I have nothing but praise for the staff and the treatment/service I received.

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reviews-star.pngBest dentist ever hands down. Least painful and least scary experiences here (I'm usually really scared of going to the dentist, and even find the initial anaesthetic injection painful) - they really care about the patient, and making sure you're comfortable, results are also fab. Seriously can't imagine a better dentist!

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reviews-star.pngAfter lots of research I was very happy with the results and the service at Museum Dental. 100% I would recommend to a friend. I couldn't be more pleased.

Look your best, feel your best, expect the best.