Tel: 01992 509669

195 Ware Road, Hertford. SG13 7EQ

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195 Ware Road,
Hertford. SG13 7EQ

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01992 509669

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Complaints Procedure

At our dental practice we strive to provide quality dental care appropriate to your needs, in a pleasant and stress free environment. Occasions may occur where there are concerns or complaints about the way you are treated. If you have a complaint or concern about the service you have received from your dentist or any member of our staff, please let us know.

If your concern is about dental work undertaken we welcome the opportunity to put this Right.

How to complain:

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks. This will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your Complaint:

We ask that whenever possible concerns or complaints should be raised within six months of the incident that caused the problem; or within six months of discovering that you have a problem, provided this is within twelve months of the incident.

Complaints should be addressed to our Practice Manager, Jenny Wheatley. You can contact our Practice Manager by email [email protected]

What we will do:

We shall acknowledge your complaint or concern within two working days of receipt. We will investigate your complaint within twenty working days. We shall then offer you an explanation and/or a meeting to discuss the complaint.

In investigating your complaint we shall aim to:

  • Establish the facts.
  • Make it possible for you to discuss the problem with those concerned, if you would like this.
  • Make sure you receive an apology, where this is appropriate.
  • Identify what we can do to make sure the problem doesn’t happen again.

Complaining on behalf of someone else:

If you are complaining on behalf of a patient, we would adhere to the rules of Confidentiality. We would therefore need the patient’s permission for you to act on their behalf.

Escalating a complaint

You have the right to approach the ombudsman:

The parliamentary and health service ombudsman

Millbank tower
Millbank
London
SW1P 4QP

www.ombudsman.org.uk

What our customers say

 
 
 
  Excellent  
    
 Based on 250 reviews 
  
 
 
 
 
 
 
  
 
 
 
 Trevor Hill 
 
 
 Trevor Hill 
 
3 July 2024
 
 
 Trustindex verifies that the original source of the review is Google. 
I have been going to Hertford Dental Care for a number of years now, and have always found them thorough and professional. My dentist is Dr Black, she has been so helpful over the course of my treatments. I would not hesitate to recommend both her and Hertford Dental Care.
  
 
  
 
 
 
 Claire 
 
 
 Claire 
 
3 July 2024
 
 
 Trustindex verifies that the original source of the review is Google. 
Great NHS dentist, all staff are friendly and professional- both reception and dentists
  
 
  
 
 
 
 Linda Eskdale 
 
 
 Linda Eskdale 
 
2 July 2024
 
 
 Trustindex verifies that the original source of the review is Google. 
Always helpful and friendly when you contact them. When I’ve had an urgent problem they have always fitted me in and sorted it out.
  
 
  
 
 
 
 Liza Striebig 
 
 
 Liza Striebig 
 
29 June 2024
 
 
 Trustindex verifies that the original source of the review is Google. 
Another visit to Dr S Brady. He is the best and nicest dentist I’ve ever had . His work is excellent .
  
 
  
 
 
 
 Kay Kerr 
 
 
 Kay Kerr 
 
26 June 2024
 
 
 Trustindex verifies that the original source of the review is Google. 
Been at the Practice for years and always had superb treatment
  
 
  
 
 
 
 Adrian Foster 
 
 
 Adrian Foster 
 
19 June 2024
 
 
 Trustindex verifies that the original source of the review is Google. 
Excellent practice.
  
 
  
 
 
 
 Kelbea 
 
 
 Kelbea 
 
18 June 2024
 
 
 Trustindex verifies that the original source of the review is Google. 
Positive experience, made aware of anxiety issues when i booked the appointment and she did everything she could to make me at ease. Easy to talk too. Would definitely recommend especially if you're an anxious person.

Copyright © 2024 Hertford Dental Care as part of Dentex Assets Limited registered in England and Wales with Company Number 10906575.

Last Updated on March 12, 2024