Our Complaints Procedure
Our Commitment to Patients
Nobody expects to need an emergency dentist, and most people contact us because they are already dealing with pain, discomfort, or uncertainty about what to do next. We believe patients should be treated with courtesy, honesty, and respect from the first conversation onwards.
If you feel that any part of our service has fallen below the standard you expected, we encourage you to tell us. Listening to concerns helps us improve the experience for future patients and gives us the opportunity to put things right where appropriate.
Professional Expectations and Standards
Trust plays an important role in emergency dental care. Whether a patient is seeking help for severe toothache, facial swelling, a broken tooth, or another urgent problem, they should expect professional conduct, clear communication, and treatment delivered to recognised UK standards.
The dental professionals involved in emergency care are required to meet strict professional responsibilities designed to protect patients and maintain confidence in the profession.
Key Principles
- Always acting in the best interests of patients
- Providing information in a clear and understandable way
- Seeking informed consent before treatment is carried out
- Respecting patient privacy and confidential information
- Keeping professional knowledge and clinical skills up to date
- Working with colleagues to achieve the best possible patient outcomes
- Speaking up when concerns about safety or quality of care arise
- Maintaining the trust and confidence expected of dental professionals
Raise a Concern or Complaint
Most people who contact us are already dealing with pain, worry, or the frustration of trying to find urgent dental help in Daventry. If something about your experience has not met your expectations, we would like the opportunity to understand what happened and look into it properly.
Whether your concern relates to communication, appointment arrangements, or another aspect of the service, please get in touch with as much information as possible. This helps us review the situation fairly and provide a meaningful response.
How We Review Your Concerns
Every concern raised is looked at individually rather than being treated as a standard case. We aim to understand what happened, review the information available, and provide a clear response based on the facts. Our aim is to:
- Confirm receipt of your concern within two working days
- Provide a full response within ten working days
If additional time is needed, we will explain why and keep you updated on progress rather than leaving you wondering what is happening.
Our Approach to Putting Things Right
We know that people contacting an emergency dental service are often already under stress. For that reason, we focus on listening carefully, communicating openly, and resolving concerns in a practical and respectful way.
Sometimes this may involve providing further clarification, acknowledging where improvements could have been made, or reviewing procedures to help prevent similar issues in the future. Feedback is taken seriously because it helps us improve the experience for patients across Daventry and the wider NN11 area.
If You Remain Dissatisfied
If, after receiving our response, you still feel that your concern has not been resolved satisfactorily, you may wish to seek advice from an independent organisation that deals with complaints relating to private dental treatment.
This provides an additional route for concerns to be reviewed independently and helps ensure the process remains fair and impartial.
For Private Dental Care
The Dental Complaints Service may be able to provide further guidance regarding complaints relating to private dental treatment.
Dental Complaints Service Details
Telephone: 01327 577023
Email: [email protected]
Website: www.emergencydentistdaventry.co.uk
Respecting Your Privacy Throughout the Process
We understand that raising a concern can sometimes involve sharing personal information or details about treatment. Any information provided as part of a complaint will be handled carefully and only reviewed by those involved in understanding and responding to the matter.
Patient privacy is taken seriously, and information relating to a complaint will be managed in accordance with current data protection requirements and professional obligations.
Speaking Up Won't Affect Future Care
Some people hesitate to raise concerns because they worry it may affect how they are treated in the future. We believe patients should feel comfortable sharing feedback, asking questions, or raising issues whenever necessary.
Whether you are contacting us from Daventry, Long Buckby, Crick, Braunston or elsewhere within the NN11 area, any concern raised will be considered on its own merits and will not affect the professionalism, respect, or attention you receive.
Every patient deserves safe, professional, and respectful care. Emergency treatment is provided by qualified UK-registered dentists working to recognised clinical and professional standards.