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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, we investigate 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.
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.
Alice Bartram is the Complaints Manager and will be your personal contact to assist you with any complaints. If your verbal complaint is not resolved to your satisfaction within 24 hours or if you complain in writing, the Complaints Manager will acknowledge it in writing within 3 working days and will aim to provide a full response in writing within as soon as practical.
If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when the person is next available. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible only by those who need to know about your complaint.
If the complaint investigation takes longer than anticipated the Complaints Manager will keep you informed of the reason for the delay, 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 and 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 it further, please see the contacts below.
For private dental treatment 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 by calling 020 8253 0800 or visiting: www.dentalcomplaints.org.uk
I have been under the care of the wonderful Anna Macaig for a couple of years now and I cannot recommend her strongly enough. She is highly skilled (world class), very knowlegeable and has a very charming manner. She has made my surgery as easy as it could be: no fuss, keeping me informed and guiding decisions expertly. Anna is simply the best oral surgeon I have met in London in 30 years. And her team are all delightful to work with. Strongly recommended.
I've been trying to write this review for a while but it has been difficult to find the right words to express my feelings. I went to see Dr Anna Maciag a year ago at the her previous surgery where she used to work. My dentist referred me to see her, after I had been told by another specialist in oral surgery that he couldn't do anything for me, except to suggest another denture. I had a crown that needed to be replaced or removed, and also, from a young age I have been wearing a denture as I have some missing teeth and the bone was quite thin. Anna saw the X-ray which was done by the above specialist and in her opinion she thought it was possible to do something. So after some graft, a cantilever bridge and implants and the construction of porcelain bonded crowns, time and money, I have new teeth. I am able to smile with confidence, do sporting activities like swimming (snorkel), bite an apple, etc. In other words I got a new life. During the time of the treatment I never felt uncomfortable in front of her and her assistant. Without her professional experience and kindness, I would still be wearing a denture. I am very grateful to Anna.
Being a very phobic patient, Annna was amazing, very warm caring and gentle nature. I was referred to her to have a Wisdom removed, she used intravenous sedation & I can't remember a thing. I was extremely anxious and panicky but she got me through it. Healing has been straightforward & hardly any pain. 10 /10 brilliant
I have been seeing Janie for my hygiene appointments for the last 2 years. My teeth have never felt so clean and looked as white. I have been to other practices in the same area but no other hygienist compares in my opinion. She is very caring and reassuring if you are feeling nervous. She takes the time to explain everything in detail. Coming to see her at Chelsea Green has been the calmest and most enjoyable experience. The practice smells gorgeous and the staff are very friendly. The surgery is brand new with a very comfortable chair and a beautiful view of the living wall in the garden. Would definitely recommend!