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01952 460119Park Street, Shifnal, Shropshire, Near Telford, TF11 9BG

Complaints Policy

At Shifnal Dental Care we take complaints very seriously and try to ensure that all patients are pleased with their experience or our services, If patients complain, they are dealt with courteously and promptly so that the matter is resolved quickly.

Our complaints procedures,

  1. The person(s) responsible for dealing with complaints are our Principal Dentist Dr Maciej Wozniak or our Practice Manager Leigh Boulton depending on the nature of the complaint.
  2. If a patient complains over the telephone or at reception, we listen to their complaint and offer the patient to see Dr Wozniak immediately. If he is not available arrangements will be made for the patient to see him.  At that point a member of staff dealing with the complaint may take a brief description from the patient, if the patient is happy to discuss the matter.  Copy of full complaints procedure available to all patients on request.
  3. If we receive any complaints in writing or email, they are passed on to Dr Wozniak. Receipt of the complaint will be acknowledged within 3 working days, a reply will be put in writing with a view of the patient coming into the surgery to discuss the matter.  If the patient does not wish to come into the surgery, we will then attempt to resolve the issue over the telephone. Copy of full complaints procedure available to all patients on request.
  4. If we are delayed with investigating the complaint, we will write to the patient to notify them, giving reasons for the delay.
  5. We will confirm the decision in writing immediately after completing our investigating.
  6. Records of any complaint are kept at the practice and recorded in the complaints log.
  7. If patients are not satisfied with the result of our procedure then a complaint may be made to:
    • Shropshire Community Health (NHS) 01743 277500 Shropshire County Primary Care Trust, William Farr House, Mytton Oak Road, Shrewsbury, Shropshire SY3 8XL.
    • The Dental Complaints Service (PRIVATE) 020 8253 0800
    • General Dental Council, 37 Wimpole Street, London, W1M 8DQ

June 05 2020 Update – Reopening Soon!

We are excited to be preparing for our return to the practice as soon as possible after the 8th June.  We know it is important to keep our patients as informed as possible and we wanted to let you know there will be some slight changes in your visits during the next few months.

Shifnal Dental Care has always adhered to the rigorous cross infection procedures set out by the governing bodies and all of our team members are highly trained in all aspects of cross infection control.  However, there are some additional Covid-19 procedures to follow and one of these is the social distancing rules that we have all become used to over the last couple of months.

You will receive information  before your appointment, this may be via email or via the post or a telephone conversation this will include some details you will need to complete before attending.  This will help us to continue to keep our patients and teams safe.

Things to know about your next appointment:

  • Before leaving home please remember to brush your teeth, use the toilet and wash your hands for 20 seconds before leaving.
  • Please bring the minimal number of belongings with you.
  • Please phone us once you have arrived in the carpark.
  • Please wait in your car or by the door and we will call you in as soon as possible.
  • Please attend unaccompanied unless you require a carer or parent.
  • On entry into the practice – we will have a welcome point and a member of our team will take your temperature, ask you to sanitise your hands.
  • In the surgery , we will be wearing full PPE- please do not be worried it is still us!
  • Before you leave the surgery we will ask you to sanitise your hands.
  • When you leave the surgery we will begin the disinfection and sterilisation process of the surgery.
  • Payments and future bookings will be organised at reception keeping within the social distancing rules.
  • On leaving the premises we will ask you to sanitise your hands and we will look forward to seeing you again!

We hope you understand that this is for everyone’s safety and we would appreciate your patience and cooperation as we negotiate these difficult times.