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.
The person responsible for dealing with any complaint about the service which we provide Miss Carla Edwards, Practice Manager.
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.
If the patient complains in writing or by email, it will be passed on immediately to the Practice Manager, Miss Carla Edwards.
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.
We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
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.
We will confirm the decision about the complaint in writing immediately after completing our investigation.
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.
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: 03450 154 033www.ombudsman.org.uk
The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 08452 224 141, the dentists’ regulatory body for complaints about professional misconduct
What our patients say
"From the first moment I contacted Hello Dental I felt reassured and peaceful. My initial phone call to enquire about registering, and to explain my fear of dentists was met with such kindness and helpfulness. I came away from the conversation feeling like I had…"
S.Connell
"I’m so pleased with my teeth after having braces put on. I’m always smiling and I feel confident smiling, showing my new beautiful teeth off. Thank you so much, Neel."
H. Gooch
"Hello Dental is a thoroughly well-run practice, with friendly, attentive staff all maintaining very high standards of dental care. The best I have found."
J.C
"My second time with the laser and I can’t thank Neel enough for his supportive and encouraging attitude. Not only have I been needle free for all my treatments, but I can also honestly say I haven’t felt the slightest discomfort. I would have fallen…"
H. Cansdale
"6 months ago, I decided to try PRGF – Micro-needling combined with plasma on the recommendation of the practice to improve my skin. I have fair skin which is quite difficult, and sensitive, but also prone to breakouts and enlarged pores. I found the treatment…"
F.C
"I was referred to Hello Dental when my previous NHS dentist retired. I cannot express how delighted I am with the results and only regret not having come along sooner! From the start, it felt like a Rolls Royce service at Hello Dental, the practice…"
Sophie Davey
"I first went to see Neel after he came highly recommended by a colleague, and I was looking for someone to fix some poor work I had previously done through the NHS. The fact that Neel is still my dentist after 5 years is a…"
Darrell
"I have had a fear of the dentist my whole life. I recently had root canal treatment with Neel and can honestly say “it was a piece of cake”. He explained everything, was so patient with me and best of all, there was absolutely no…"
G. Shadbolt
"I came in a nervous wreck, but the time I spent with Neel was a good experience. Very patient, gentle, and understanding. Everyone was helpful, and friendly and will definitely be coming back for my treatment."
L. Bowen
"Everytime I visit Hello Dental I leave feeling positive, which after past experiences with previous dentists is amazing. The team are so helpful and considerate"
Been with this practise for some years. Always see Helen. Brilliant dentist. Always thorough and makes you feel at ease. Dental assistants are friendly, kind and gentle. Top class dentists and staff. Highly recommend.Mrs cannon
I’m extremely anxious about going to the dentist and it’s taken me years to even sit and have treatment. I had a great dentist in London so finding the right practice for me in Colchester was so important as I’m finally able to get through it. Hello Dental are brilliant! Everyone puts me at ease and I am always in control. They are kind, welcoming and take my phobia seriously. Thanks so much for taking care of me and enabling me to get the treatment I need!
This is by far the BEST dentist I have EVER been to! Helen is amazing, knowing I’m not a big fan of the dentist she is so gentle and explains everything before she does it. The girls in the surgery are absolutely lovely! I feel like I’ve gained 5 sisters every time I walk in there! always having a giggle! Got themselves a customer for life ☺️
I have been going to hello dental for a few years now and I must say you get what you pay for, the service is exemplary and all the staff are so polite and friendly. I never really liked going to the dentist because of previous experiences but I trust them 100% and would highly recommend them. Also the clinic is so clean which is something I always look for! So if you are looking for a dentist this is definitely the place to go.
If you're looking for a kind, calm and supportive dentist Hello Dentist are brilliant. After having a very poor experience with my last dentist I was very reticent at attending the dentist again but Hello Dental understood were non critical and have helped me to regain confidence in the dentist profession. If you are anxious about attending the dentist then is highly recommend this dentist.
I started using Hello Dental three years ago after a bad experience with a previous dentist.They have been outstanding.The reception staff, are always incredibly helpful and polite. The dental team always take their time to listen to you and explain any treatment fully.You are always provided with a written quote for any work which needs to be undertaken, which I really like.
Great Team as a whole. Right from the receptionist team to the dentists, everyone is fantastic. This team makes the fear of a dentist a myth. Always smiling and alway willing to help.
