About Us – Call us today: 01244 332162
Our expertise and effort is totally focused on you, the patient. We reassure, explain, advise, discuss, treat, care and deliver the right outcomes. Most important of all, we listen.
Patients have all the time to share their needs and concerns before a full oral assessment, including teeth, gums, tongue and cheeks and a review of medical history.
In most cases X-rays may also be taken to provide a fuller picture of an individual’s oral health.
Treatment options are always clearly and calmly explained before a written treatment plan is provided and we’ll sooth the nerves of even the most anxious and nervous patients.
We are proud to be regulated and supported by the Care Quality Commission – to view our latest glowing inspection report please click this link!
Scientists are discovering more and more links between gum disease and a range of other illnesses.
The good news is that a proactive and sustained approach to good dental health are proven to bring about improvements in many other conditions that most of us would never think were even linked to oral heath.
Did you know that regular check-ups and maintaining clean teeth and a healthy mouth could actually increase your lifespan?
Regular visits to the dentist can lead to the early diagnosis, treatment – and help the prevention – of a range of ailments from anaemia, diabetes, cancer and heart problems.
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 £135 call out fee.
At Rock House Dental Practice, we pride ourselves on providing high quality dental care to our patients and to use our clinical time effectively. To achieve this aim, we have a strict appointment management and cancellation policy.
We strive to accommodate the appointment needs of our patients and make every effort to keep on time for appointments scheduled. Occasionally this may not be possible due to unforeseen circumstances. If we have to cancel and/or re-arrange your appointment, we will endeavour to provide as much notice as possible.
If your appointment time becomes inconvenient for you, we are always happy to change it if you provide us with 24 hours’ notice. This allows us to schedule in a patient who may be in urgent need of our care.
Failure to provide us with 24 hours advance notice or failure to attend for a scheduled appointment will result in a cancellation or no-show fee. The fee will be the total amount of treatment missed.
As with all medical facilities, we aim to see our patients on time but due to the nature of health care, this is not always possible. However, if a patient turns up late for their appointment and that treatment cannot be carried out in the time remaining, this will be regarded as failing to attend.
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.
5. 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.
6. We will confirm the decision about the complaint in writing immediately after completing our investigation.
7. Proper and comprehensive records are kept of any complaint received.
8. If patients are not satisfied with the result of our procedure then a complaint may be made to:
- The Dental Complaints Service, Telephone: 020 8253 0800
Email: [email protected]
Write to: Dental Complaints Service
37 Wimpole Street, London W1G 8DQ.
- The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone: 020 7167 6000), 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.