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Complaints Policy and Procedures and Code of Practice for patients who wish to raise concerns

Complaints Policy

At Chase Side Dental Practice we want to ensure that all our patients are pleased with their experience of our service. We take complaints very seriously indeed. If a patient makes a complaint, we will deal with the matter courteously and promptly so that it is resolved as quickly as possible. Our complaints policy and procedures are based on these objectives.

We display the General Dental Council’s 6 core principles for ensuring that we get the most from patient feedback and complaints for the benefit of all in the waiting room.

At Chase Side Dental Practice, we have an effective complaints system in place to ensure that identifying, receiving, recording, handling and responding to any comments, observations, concerns or complaints occurs within a strict timetable that is clearly documented. Our Code of Practice for patients who wish to raise concerns is displayed in the waiting area and all patients and visitors should feel confident that they will be listened to and responded to without fear of discrimination or recrimination. Our Complaints Policy and Procedures are displayed in the waiting area.

We aim to ensure that any complainant is treated sensitively and in a manner that respects their human rights and diversity.

We recognise that a complaint is any expression of dissatisfaction with our service, treatment or advice and that a complaint can be made by a variety of methods, including verbally, by sign language or in writing.

In situations where a patient may lack confidence to express their views, or require help to do so, they will be supported by helpful team members. All patients’ complaints are fully documented and investigated and are dealt with fairly.

At Chase Side Dental Practice we view complaints as an opportunity to improve our service delivery and to learn lessons that will help us make changes with the intention of avoiding a repetition of any similar complaint.

To help us learn lessons from complaints, we track and analyse all our complaints to identify trends that will help us improve our service.

Our complaints procedures are monitored and reviewed regularly and the named contact who is accountable for doing this is Olga Argyros.

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We love our patients

Comments from G.B

“First class treatment and care through out. Many thanks”

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Comments from H.I

“I am completely satisfied with the treatment I receive. My dental maintenance is very challenging for you due to my ongoing medical situation. I appreciate…”

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Comments from B.E

“My family is relatively new to the practice, under the care of Deborah and Luciana, for which we would like to take this opportunity, to…”

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Comments from N.W

“Saw Lucy the hygienist today she is a very affable lady and immediately puts me at my ease. She is very informative and explains each…”

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Comments from P.T

“"Dear Doctor Olga, and Dear Doctor Stern, I would like to express my sincere gratitude for the excellent dental treatment affected by your selves. You…”

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Comments from D.F

“"Just wanted to thank you for all your kindness, for been so professional and the same time so friendly. I never feel anxiety when I…”

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Comments from P.P

“"I was fortunate to discover Chase Side Dental when I developed a terrible abscess a year ago and was referred to Sharon Stern who is…”

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Collected from our comments box in reception area.

“Reliable friendly and excellent treatment. I have Olga and Sharon. I like honest approach to every situation.”

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Comments from J.B

“I was receiving chemotherapy when an abscess brought that to a close. I came to Olga in great pain and she treated me with respect…”

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SB on Dr Olga Argyros

“Just to say that I am really pleased with your practice. Everything is always efficient, sparkling clean and all the staff and friendly and cheerful.”

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10.01.2019 on Dr Olga Argyros

“"I just wanted to say thank you for your diagnosis of the lump on my thyroid, during your examination. I have had an operation and…”

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Mrs RS on Dr Stern

“"I thought Dr Stern was amazing and am grateful that I had the treatment there."”

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Mrs NR on Dr Sharon Stern

“"I was simply amazed at the wonderful painless experience I had this week with Sharon. Wow! This was undoubtedly the best ever dental experience. No…”

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Mrs PL on Dr Olga Argyros & Lucy (Hygienist)

“I am a new patient and so impressed with the expert treatment I have received from Olga and her team. The atmosphere is helpfully calm…”

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Mr BA on Dr Olga Argyros

“At this examination on the 16th November Dr Olga discovered a lump under my chin. Dr Olga wrote a letter of referral to a consultant…”

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Mrs K.T. on Dr Olga Argyros

“Very detailed explanation, very patient. Excellent service!”

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Mr A.A. on Dr Sharon Stern

“I recently was treated by Dr Stern. The procedure sounded like it could be painful and tricky, but my experience was the opposite! From the…”

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Mrs M.P. on Dr Olga Argyros

“I cannot praise Olga and her team enough. If there is anyone that goes the extra mile with her patients it is definitely her. Nothing…”

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Mrs S.P. on Dr Sharon Stern

“Of lately I visited Dr. Sharon Stern for my root canal treatment. Till the visit I was sceptical whether the procedure will go smooth or…”

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Mrs A.W. on Dr Olga Argyros

“I have nothing but praise for this practice, Olga is great and very gentle but thourough in her care. The reception staff are always helpful…”

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Comments from Mr J.F

“Throughout Chase Side Dental Practice, you unfailingly meet the same calmness from Reception to Olga in surgery and Lucy the hygienist. That calmness underpins the…”

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Comments from Mrs S.G

“The current Dental Practice is very special, state of the Art. The Staff are very kind, attentive and patient; from reception to practitioners! I feel…”

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Comments from Mrs J.W

“I am very happy with the treatment I get from your practice. All staff are pleasant and efficient, your new premises are always clean and…”

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Comments from Mr D.K

“I had a very good session Sharon explaining what she was doing throughout the treatment, and I would like to thank you all for your…”

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Dr Olga Argyros

Practice Principal

Dr Sharon Stern

Specialist Endodontist

Dr Deborah Lipman

Associate Dentist

Miss Luciana Visintin

Dental Hygienist

Mrs Karen Brown

Dental Nurse

Mrs Runak Nasir

Dental Nurse

Ms Narvada Hurdoyal

Dental Nurse/Receptionist

Jehona Xhameta

Trainee Dental Nurse

Mrs Lisa Statham

Receptionist

Ms Phoebe Licheri

Receptionist

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