Patient Complaints Procedure







Lovat House Dental Practice

Patient Complaints Procedure

It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, investigating them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint and we will be happy to answer any questions you may have about this procedure.
If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as written complaints. If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly to
In England = NHS England at england.contactus@nhs.net with ‘For the attention of the complaints team’ in the subject line

Kim Barber is the Complaints Manager and will be your personal contact to assist you with any complaints.
We aim to resolve verbal complaints within 24 hours where possible, but if you complain in writing the Complaints Manager will send an acknowledgement letter within 3 working days and will aim to provide a full response in writing as soon as practical

You can send your complaints to 32 Christ Church Road, Cheltenham, Gloucestershire, GL50 2PL, call us on 01242 522841 or email the Complaints Manager on reception@lovathousedental.co.uk
If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when it is suitable for you and the practice. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint. If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you at least every ten working day to keep you informed of the reason for any delays, the progress of the investigation and the proposed date it will be completed.
When the investigation has been completed, you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can. You will also be invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.
We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take the matter further, please see the contacts below.
If you are dissatisfied with our response to a complaint you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue. Please see the contact details below.
Contacts
GDC private dental complaints service can be contacted by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk.
If you are still unhappy about your NHS complaint, you can contact
the Parliamentary Health Ombudsman (England): by calling 0345 015 4033 or visiting www.ombudsman.org.uk

You can also contact
The Care Quality Commission (CQC) who regulates private and NHS dental care services in England by calling 03000 616161. They can take action against a service provider that is not meeting their standards, who may be able to help.
The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org contact them on information@gdc-org.uk or by calling 020 7167 6000.





Get in touch

In the event of an emergency

Please contact the practice as soon as possible.
Registered patients will usually be offered an appointment on the same day, if the practice is open.
We will try to accommodate new patients, but priority is always given to our existing registered patients.
During weekends and bank holidays, when the practice is closed an emergency contact number is available on the practice answering machine. This service is available to registered patients only. The on call dentist will be able to offer advice. If the practice needs to be opened for out of hours treatment a £150 call out charge may be incurred as well as charges for any treatment carried out.


lovat house dental practice

EMERGENCY CONTACT

Contact us on:
01243 522 841



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Carolyn King
Carolyn King
17:53 02 Nov 20
I joined this Practice earlier this year when I had a lot of dental pain. Andrew Barber sorted everything out very quickly and efficiently and I was so pleased. Since then he has restored my teeth to their full dental health. I am very impressed by the whole team here. Amy, the hygienist, is such a perfectionist too and my teeth have never felt so clean! Their care during the current situation has been superlative too. We are lucky to have this practice in Cheltenham.read more
Ken Parker
Ken Parker
14:22 03 Oct 20
I do not normally post reviews of my experiences with service and quality in any sphere as a customer, but I make an exception following my recent treatment at Loval House Dental under the expertise of Andrew Barber and his team.It is not an exaggeration to say that he has transformed the comfort and function of my dentition beyond memory. I have only been under his care for about 2 years, with my greatest improvement in that time, for which I am very grateful.Thank you.read more
Rosemary Parker
Rosemary Parker
10:23 23 Sep 20
I have been more than pleased with the care I have received from Lovat House Dental ,especially Andrew Barber. He has restored my confidence by treating my gums back to good health having had a bad experience and bad advice from my previous dentist.read more
Magic Dave
Magic Dave
14:57 20 Jul 20
Really great friendly completely pain free service. Went in for root canal work and was very surprised at how painless and comfortable Andrew and his assistant (sorry, can’t remember her name) made it for me.We managed to complete the work in a single sitting.They’ve even phoned me a few times since to check that everything is still ok.Which is nice.I would definitely recommend Lovat House for anyone looking for a dentist.I now fear the tattooist more than the dentist.read more
Ellie Thomas
Ellie Thomas
18:50 19 Jul 20
My Barber suggested that I should see my GP regarding the acid erosion I had been experiencing for many years. As a result of this, and the investigations that followed, I was diagnosed with a Haitus Hernia. It is clear that this had been causing acid erosion and I am now on appropriate medication to reduce acid reflux. I am very grateful to Mr Barber for identifying that there was a medical problem underlying my tooth erosion issues.read more
J Allison
J Allison
20:17 24 Mar 20
Mr. Barber carried out a dental implant for me, filling a gap that I have had for some years. I am very happy with the result – I now have my smile back! He ran through the process thoroughly at the beginning, and at each step of the treatment. He explained both the work to be done at each stage and the costs involved. I am happy to reccomend the practice to anyone considering having this kind of work done.read more
Thomas Waldron
Thomas Waldron
17:32 06 Dec 19
I visited Andrew following the completion of my orthodontic treatment to see what could be done to improve the appearance of one “peg” tooth. He talked me through the pros and cons of all the options available. I elected to have a composite build up and I am so pleased, the tooth looks absolutely fantastic and I wouldn’t hesitate in recommending him to friends and family.read more
Andy 2019
Andy 2019
06:58 11 Sep 19
Andrew has worked wonders with my teeth both aethsetically and restoritively and I would recommend him to others.
Lee Mercer
Lee Mercer
15:05 13 Dec 18
It was a delight to find Dr James Barber after many years of indifferent treatment on the NHS. I have now been now registered with James for nearly 5 years and had a number of dental treatments. Every treatment has been painless and without complication. James is both extremely professional and very personable, I’d have no hesitation in recommending him.read more
Hit Pan
Hit Pan
18:45 05 Dec 18
Mr Andrew Barber carries our composite build-ups on my upper front teeth to improve my appearance. I couldn’t be more grateful as they look great and my confidence has increased as a result. I wouldn’t hesitate to recommend Mr Barber to friends and family.read more
Chris Alexander
Chris Alexander
22:07 29 Nov 18
Mr Barber did veneers on all my front teeth a few years ago. I had always been unhappy with how my teeth looked, and the result was great. Can even smile in photos now. 6 years later still look perfect. Painless and quick process. Can highly recommend him.read more
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