Cancellation Policy
If you need to rearrange or cancel an appointment, we kindly ask that you provide at least 48 hours’ notice.
Appointments can be cancelled or rearranged by telephone on 01491 574444 between 8:00am and 5:30pm, Monday to Thursday, and 8:00am to 1:00pm on Fridays. Outside of these hours, please contact us by email.
Please be aware that private appointments cancelled or rearranged with less than 48 hours’ notice, or appointments that are missed without notice, may be subject to a cancellation charge.
Hygiene appointments that are missed or cancelled with less than 48 hours’ notice will incur a £45 cancellation fee.
We appreciate that unforeseen circumstances can occur. If you are unable to attend your appointment, please contact us as soon as possible so that we can try to accommodate your needs and offer the appointment time to another patient.
Refusal of Treatment
We reserve the right to refuse or postpone treatment where, in the professional judgement of our clinicians, treatment is considered inappropriate or unsuitable for any reason. The clinician’s decision will be final in this regard.
Booking Payment Policy
We kindly request that all appointments are paid for within 24 hours of booking. We will send a payment link to your mobile / email. You may also pay via bank transfer if you prefer.
At the moment, as part of our COVID-19 procedures, we are not accepting cash payments.
Patient Complaints Procedure
It is our aim to ensure that all patients are satisfied with the care and service they receive. We take complaints very seriously and aim to resolve any concerns as efficiently, effectively and courteously as possible.
All complaints will be investigated fully and fairly, with appropriate care taken to protect your confidentiality. We use feedback from complaints to help us continually improve the quality of our care and service. We will never discriminate against a patient for making a complaint.
If you are not entirely satisfied with any aspect of your care or service, please let us know as soon as possible so that we can address your concerns promptly. Complaints may be made either verbally or in writing.
If you do not feel able to raise a complaint about your NHS dental service directly with us, you may contact NHS England at [email protected], using “For the attention of the Complaints Team” in the subject line.
How We Handle Your Complaint
The Complaints Manager will be your main point of contact and will assist you throughout the complaints process
.We aim to resolve verbal complaints within 24 hours, where possible. For complaints made in writing, the Complaints Manager willacknowledge receipt within 5 working days and aim to provide afull written response within 10 working days.
Complaints can be submitted to:
Henley Reach Dental
46 Bell Street
Henley-on-Thames
Oxfordshire
RG9 2BG
Telephone: 01491 574444
Email: [email protected]
If the Complaints Manager is unavailable, we will take brief details of your complaint and arrange a suitable time for you to discuss the matter with a member of the practice team.
We will maintain comprehensive and confidential records of your complaint. These records will be stored securely and will only be accessible to those who need to know the information in order to investigate and resolve your concerns
If the investigation takes longer than anticipated, the Complaints Manager will contact you at least every 10 working days to keep you informed of the reason for any delay, the progress of the investigation and the anticipated date of completion.
Outcome of Your Complaint
Once our investigation has been completed, we will inform you of the outcome in writing. Our response will address each of the concerns you have raised as fully and clearly as possible.
Where appropriate, you will also be invited to a meeting to discuss the outcome and any practical solutions that may be available. Depending on the circumstances, these may include further treatment, replacement treatment, a refund of fees paid, referral for specialist treatment, or another appropriate resolution.
We regularly review and analyse patient complaints to identify areas where we can improve our services. We therefore welcome all feedback, comments, suggestions and complaints.
Further Options
If you remain dissatisfied following our response, you may take your complaint further using the relevant organisation below.
For private dental complaints, 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.
GDC Private Dental Complaints Service
Telephone: 020 8253 0800
Website: www.dentalcomplaints.org.uk
For NHS complaints, if you remain dissatisfied with our response, you can contact the Parliamentary and Health Service Ombudsman (England).
Telephone: 0345 015 4033
Website: www.ombudsman.org.uk
You can also contact the Care Quality Commission (CQC), which regulates health and social care services, including dental services, in England. Telephone: 03000 616161
The General Dental Council (GDC) regulates dental professionals in the UK. If your concern relates to the professional conduct or fitness to practise of a dental professional, you can contact the GDC directly through its official complaints process.
