Opening Hours
Monday 8.15 - 17.30
Tuesday 8.15 - 17.30
Wednesday 8.15 - 17.30
Thursday 8.15 - 17.30
Friday 8.00 - 13.00
Rock House Dental Practice,
Village Road,
Christleton, Chester,
Cheshire,
CH3 7AS
Call us on 01244 332162 to book an appointment
Email us at reception@rockhousedentalpractice.co.uk to book an appointment
DENTAL EMERGENCY?
Out of Hours Service
Rock House Dental Practice offers an out of hours service, should you require urgent treatment or advice outside of normal practice opening times. Should you require this service, please call 01244 332162 and listen to the answerphone message in full, selecting the correct options when prompted.
The out of hours service is run on a pager system and is only available to registered patients.
A dentist will call you back on the number you provide within 24 hours. Please also note that there is a £120 call out fee.
- http://Rock House Dental Practice – Damian Murphy Complaints handling policy (private treatment) Code of practice for patient complaints In this practice we take complaints very seriously 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 is Damian Murphy, our Complaints Manager.
- 2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to the 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. 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 the letter or email will be passed on immediately to the Complaints Manager.
- 4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, 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 as soon as possible.
- 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.
- 9. If patients are not satisfied with the result of our procedure then a complaint may be made to:
- • The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER (Telephone: 08456 120 540) for complaints about private treatment.
- • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone: 0845 222 4141), the dentists’ regulatory body for complaints about professional misconduct.
- • West Cheshire Clinical Commissioning Group , 1829 Building, The Countess Of Chester Health Park, Liverpool Road, Chester, Cheshire, CH2 1HJ Tel: 01244 650300, Fax: 01244 650301
- • or the Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP, telephone: 0345 015 4033 or www.ombudsman.org.uk for complaints about NHS treatment.
