5.0

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 Michael Field, Principal Dentist.
  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 Principal Dentist immediately. If the Principal Dentist is not available at the time, then the patient will be informed when they will be able to talk to the Principal Dentist 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 Principal Dentist. 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 Principal Dentist, Dr Michael Field.
  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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What our patients Say

“I booked an appointment as a new patient with Dr Mike Field and could not have been happier with the brilliant service received. Everything from…”

A. Wallis

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What our patients Say

“I had been looking for a dentist for a while now and based on a recommendation I luckily went to see Dr Mike Field. I…”

C. O'Neill

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What our patients Say

“Before starting a course of Orthodontic treatment I had to have some remedial work carried out. I contacted TWDC several months ago, mainly because of…”

R. Smith

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What our patients Say

“I had to have an emergency appointment for extraction and was very nervous. Dr Mike Field was very considerate and explained everything he was doing…”

O. Kinghorn

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What our patients Say

“A completely different dental experience. It’s not the cheapest dental practice, but the difference from what I have had at previously dental visits was well…”

A. Cairns

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What our patients Say

“Been avoiding the dentist for years but Mike and all the team was welcoming and friendly. Would definitely recommend his practise.”

M. Flockhart

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What our patients Say

“Mike Field is one of the best dentists available and all the staff there were lovely and welcoming. I've had many tooth problems over the…”

B. Ben

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What our patients Say

“I was really impressed with the welcome and the COVID-19 safety measures put in place at the centre. The team made me feel safe and…”

M. Olive

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What our patients Say

“I've had orthodontic treatment with Dr Melissa Atkinson - fantastic care, have really appreciated all the time she's taken to ensure the treatment has been…”

J. Bryan

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What our patients Say

“All the staff at Tunbridge Wells Dental Centre made me feel so welcome and safe from start to finish. Farzad went above and beyond to…”

O. Betti

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What our patients Say

“Had a great treatment! Felt very welcome and relaxed! Would definitely recommend to anyone.”

H. King

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What our patients Say

“The personalised service and care are fantastic. I would strongly recommend it to anyone. Excellent dental centre with a professional and kind team.”

Maxine

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What our patients Say

“The service and team at Tunbridge Wells Dental Centre is first class. The whole experience from my first consultation was relaxed and professional, making me…”

P. Henry

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What our patients Say

“I had been looking for a dentist for a while now and based on a recommendation I luckily went to see Dr Mike Field. I…”

C. O'Neill

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What our patients Say

“I have never liked going to the dentist as I dislike pain in my mouth, after reading online reviews I contacted Tunbridge Wells Dental Centre…”

G. Pauze

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Our TREATMENTS

Family Dentistry

We are perfectly placed to care for all your family’s oral health needs

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General Dentistry

Your dental wellbeing and happiness matters to us

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Nervous Patients

We understand that for some, the thought of visiting the dentist fills them with nerves and anxiety

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Orthodontics (Teeth Straightening)

Satisfaction and positive confidence with our Orthodontic treatments

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Cosmetic Dentistry

We can create a youthful, healthy smile with our suite of smile makeover treatments

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Dental Implants

Chew with efficiency and smile with confidence

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Emergencies

If you have an urgent issue we will always ensure you are seen as soon as possible

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New Patient

We believe in providing the highest level of care and ensuring all our patients are treated with dignity and respect.

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Hygiene Services

At a hygiene appointment, you will have a complete gum health check, followed by cleaning guidance tailored to your needs

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Tunbridge Wells : Dental Centre
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  • 46 st. Johns ROAD
  • TUNBRIDGE WELLS
  • TN4 9nT
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