We are keen to continue to improve and develop our practices, and are grateful for any feedback you may be able to offer us. We are encouraged that many of our patients write testimonial letters and 5* Google reviews if they are pleased with the care and treatment they have received.
We are also happy for you to recommend family, friends and colleagues to the practice if you are happy with our care.
At Aspire/Advance – we take complaints very seriously and encourage learning from each situation. If you are unhappy with any aspect of your treatment, please share your concerns so that we can address them quickly and fairly.
1. The persons responsible for dealing with any complaints about the service we provide is: Mrs. H Sharma (Practice Director ) or the Clinical Director.
2. Should a patient voice their concerns to one of the practice employees, they will listen to the comments and attempt to resolve any issues immediately. Should the practice employee be unable to fully address the patients concern(s), they will refer them to with a brief summary of the situation to the Practice/Clinical Director. If the complaint related to a clinical matter or another clinician, it will be passed to clinician concerned.
3. If the complaint is to be made in writing, it should be addressed to The Practice Manager, and emailed to the relevant Practice at:
Aylesbury: aylesbury@aspiredentalltd.co.uk
Dagenham: dagenham.aspire@gmail.com
Ipswich Clavering House: clavering@advancedentalhealth.co.uk
Kesgrave (Ipswich) Orchid Dental: dental.orchid@gmail.com
Little Chalfont: chalfont@aspiredentalltd.co.uk
Plumstead Dental: reception@plumsteaddentalsurgery.co.uk
Southampton Lordshill: lordshill@advancedentalhealth.co.uk
Stirchley (Telford): andrea@stirchleydentalpractice.com
4. All complaints will be acknowledged in writing as soon as possible, normally within 3 working days, enclosing a copy of the code of practice for dealing with complaints. The Clinical Director will seek to investigate the complaint within 10 working days. We will notify the patient giving reason for any delay and a specific time period for which the investigation will be completed (The acknowledgement time period may change due to events like holidays and sickness).
5. The Clinical Director will confirm the decision in writing to the patient immediately after the completion of the investigation.
6. Proper confidential and comprehensive records are kept of any complaint received.
7. If patients are not satisfied with the result of our procedure, then a complaint may be made to:
(Complaint about NHS Treatment)
NHS England Complaint Department
P.O Box 16736
Redditch, B97 9PT
Tel 0300 3112233
(Complaint about Private treatment)
Dental Complaint Service
37 Wimpole Street, London,
W1G 8D
Tel 0208523-0800
8. If you are still unhappy with your NHS complaint, you can contact the Parliamentary Health Ombudsman (England): by calling 0345 015 4033 or visiting www.ombudsman.org.uk
With less and less Practices offering NHS dental treatment, our resources are in great demand.
When you do not attend your appointment, or cancel it at short notice, the clinical time is wasted. We have not time to offer your slot to an emergency or someone who may be in dire need of treatment.
Please let us know in good time (over 24 hours notice) if you cannot attend your appointment.
If you have two incidents of missed or late cancelled appointments in one year, NHS policy is to remove you from our treatment list.
