Smilemaker Dental Care is now practising as Kent Smile Studio. Contact us on 01689 823 280

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5 Sevenoaks Road Orpington Kent BR6 9JH

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 Dr Amir Tarki, Clinical Director.
  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 Clinical Director immediately. If the Clinical Director is not available at the time, then the patient will be informed when they will be able to talk to the Clinical Director 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 Clinical Director. 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 Clinical Director, Dr Amir Tarki.
  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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"I have recently had a course of treatment covering 3 appointments and at each stage, the dentistry was…

Norman Moffat

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"Firstly, I must commend the Team at Smilemaker Orpington for the superbly efficient appointment management system. I am…

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"I've been going to this dental practice for many years and really can't fault it. The staff is…

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"Very welcoming place I can’t praise the staff enough very helpful very professional. My treatment has been exceptional…

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"I have been coming to Smilemaker Dental Practice for many years. The service has always been excellent from…

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"I've had a genuine fear of dentists for many years and have avoided them for as long. Then…

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"I have been a patient of Smile Maker for many years. They are truly excellent and go above…

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"Friendly, professional, warm and kind. Having been under the care of Smilemaker for years with many regular uneventful…

Caroline Bailey

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"I have just had my second visit following a referral to the new specialist root canal dentist Dr…

Gordon Ireland

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"Very friendly and welcoming. Have been coming here for three years and have always had a very positive…

Sue Wallace

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"Went here last night for a tooth removal, all staff very friendly and kind and talk you threw…

Edward Taylor

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"Been going to Smilemaker for a few years now, always great service. Very professional, teeth feel great after…

Chris Barraclough

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"Friendly and professional. All the staff are great including the receptionist, hygienist and dentists."

Caroline G

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"Have been a patient for many years at Smilemaker dental care and today saw the new dentist who…

AJ LUC

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"Everyone is so friendly and professional. I had to have some work done and felt well looked after…

PSull

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"I've been going to Smilemaker Dental Care for over twenty years now and I have never had anything…

James

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"Fantastic treatment and excellent service! Will definitely return and would recommend it. Thank you!"

Gillian Huntley

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"A very friendly group of people who provided me with 1st class service."

Carmel Hedges

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"Very welcoming, and excellent care. Thank you!"

Stephen Motto

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location

5 Sevenoaks Road Orpington Kent BR6 9JH