Google Rating
4.9
Google Rating
Partington Dental

Code of practice for handling patient complaints

We want our service to meet your expectations. If you have a concern or complaint about any aspect of our service, we want to know what mistakes we have made and identify how we can improve to ensure that we meet your expectations in future. Our aim is to learn from any feedback we receive and improve the service we provide to our patients.

We will deal with complaints courteously and promptly and aim to resolve the matter as quickly as possible.

Making a complaint

If you wish to make a complaint or simply let us know how we could have done better, please contact Kay Roberts, our Complaints Manager on 0161 775 9053.

The Complaints Manager usually works at the practice on Monday to Thursday 9am – 6pm and Friday 9am – 5pm and will endeavour to be available during these times. You may find it more convenient to make an appointment with Kay Roberts to ensure that she can dedicate sufficient time to meet with you.

If you contact the practice to make a complaint and Kay Roberts is not available, we will arrange a convenient time for them to contact you. We will ask you for brief details of your complaint so that Kay Roberts can gather any useful information before contacting you. You will be given a copy of the notes made for the Complaints Manager.

If the matter requires a more immediate response, we will arrange for a senior member of the dental team to deal with it.

If your complaint is about your dental treatment or the fee charged, we will usually ask the dentist concerned to contact you, unless you do not want this.

We acknowledge all complaints in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days.

Investigating a complaint

We will offer to discuss the complaint with you and will ask how you would like to be kept informed of developments – by telephone, letters or e-mail or by face-to-face meetings. We will let you know how we will deal with your complaint and the likely time that the investigation will take to complete. If you do not wish to discuss the complaint further, we will still let you know the expected timescale for completing the investigation.

We will investigate your complaint within six months, as far as reasonably practicable, will let you know how our investigation is progressing.

When we have completed our investigation, we will provide you with a full written report, unless you have told us that you do not wish for further communication. The report will explain how we considered the complaint, the conclusions we reached for each part of your complaint, details of any remedial action we have taken and whether further action is needed.

Records

We keep proper and comprehensive records of any complaints that we receive and the action we have taken following an investigation. We review these records regularly to ensure that we recognise our mistakes and take every opportunity to improve our service.

If you are not satisfied

If your complaint was about your dental treatment and you are not satisfied with the result of our investigation, you can take up the matter with a relevant external organisation.

For complaints about NHS treatment:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP (0345 015 4033 or www.ombudsman.org.uk).

For complaints about private treatment:

Dental Complaints Service, 37 Wimpole Street, London, W1G 8DG

(020 8253 0800 or online at https://contactus.gdc-uk.org/dcs/Complaint/PrivatePatients).

Get in touch

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We love our patients

Partington Dental
4.9
Based on 303 reviews
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George Fearon
George Fearon
11:47 19 Jun 24
Excellent service. Made to feel relaxed and comfortable. All treatments and advice given for better oral health. Prevention is better then cure.
Salome Mary Thomas
Salome Mary Thomas
08:14 16 May 24
Absolutely great service. For both kids and adults. Appointments are given promptly and without my delay.
Paula Lowe - CaLuminosa Intuitive Coaching
Paula Lowe - CaLuminosa Intuitive Coaching
11:57 11 Apr 24
As a nervous patient, who hasn't seen a dentist in years, I was really apprehensive about going. But all the team are fabulous, friendly, professional & put me at ease. Thank you Catrina for making registration &... booking so easy & reassuring me. And Emily & her dental nurse were so calm, friendly & welcoming & made the whole experience easy & relaxed. Fillings & possible extraction are needed & I'm now not at all nervous about returning next month for the procedures! Don't know why I let my nerves stop me from going for so long! Highly recommend this practice 😀read more
Sharon Williams
Sharon Williams
10:44 18 Mar 24
I am terrified of dentists and have to have quite a bit or work done. The dentist has been amazing and put me at ease and made sure I was comfortable and was very understanding. I highly recommend this practice to... anyone.read more
Emily B
Emily B
21:16 12 Mar 24
I admit to not going to a dentist for years & after ringing round loads trying to register, I came across this one. Even though it’s a bit of a drive, from the moment I enquired, I was registered & offered an... appointment just a couple of days later! Had x2 fillings & a tooth removed within the space of 2 weeks. Everyone is very friendly & has made me question why I put off going to a dentist for so long. Will definitely be keeping up with appointments moving forward & thank youread more
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General Dentistry

We treat you like a member of our family.

Learn More
Treatment - Partington Dental Treatment - Partington Dental

Cosmetic Dentistry

Making a great first impression.

Learn More
Treatment - Partington Dental Treatment - Partington Dental

Teeth Straightening

Seeing is believing!.

Learn More
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Dental Implants

Making a great first impression.

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Advanced Dentistry

Ask us about Advance Dentistry.

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Facial Aesthetics

Refresh. Revitalise. Renew.

Learn More
Treatment - Partington Dental Treatment - Partington Dental

General Dentistry

We treat you like a member of our family.

Learn More
Treatment - Partington Dental Treatment - Partington Dental

Cosmetic Dentistry

Making a great first impression.

Learn More
Treatment - Partington Dental Treatment - Partington Dental

Teeth Straightening

Seeing is believing!.

Learn More
Treatment - Partington Dental Treatment - Partington Dental

Dental Implants

Making a great first impression.

Learn More
Treatment - Partington Dental Treatment - Partington Dental

Advanced Dentistry

Ask us about Advance Dentistry.

Learn More
Treatment - Partington Dental Treatment - Partington Dental

Facial Aesthetics

Refresh. Revitalise. Renew.

Learn More
  • Partington Health Centre, Central Road, Partington, M31 4FL