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Complaints procedure

Code of Practice for Patient Complaints

In this practice we take complaints very seriously indeed 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 Dr Gurwinder Dhesi, Principal Dentist.
  2. If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the Principal Dentist immediately. If the Principal Dentist is not available at the time, then the patient will be informed when they will be able to talk to the Principal 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 to the Principal Dentist. 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 or by email, it will be passed on immediately to the Principal Dentist, Dr Gurwinder Dhesi.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, 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 within three working days.
  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 as well as any actions taken to improve services as a consequence of a complaint.
  9. If patients are not satisfied with the result of our procedure then a complaint may be made to:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 www.ombudsman.org.uk

The Dental Complaints Service, 37 Wimpole Street, London, W1G 8DQ. Telephone: 0208 253 0800 dcs.gdc-uk.org.

The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct

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Testimonials

Patient Testimonials

Hear from our happy patients about their smile transformations.

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After childhood, in the 1960s and early ’70s, my teeth were filled multiple times, and they started to break and crumble. I had all my teeth removed under...

Richard P.

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I began the treatment with much trepidation, as this was a significant undertaking for me. From the start, I found Gurwinder very appreciative of my situation. Throughout the...

Nigel B.

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Well, here I go, I have never been a fan of writing reviews, but in this instance, I am willing to make an exception. Why? I felt that...

Glyn M.

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My appointment was a one-hour assessment to determine the best course of action for addressing my damaged molar. Initially apprehensive, I felt optimistic by the end. Dr Dhesi...

Phillip T.

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I cannot speak highly enough of my experience. I had previously had a lifelong nervousness about dentists, and partly as a result, I had developed many complex problems...

Tony R.

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Great dental practice – everyone is friendly and professional. Treatment is explained clearly, and pricing is fair and transparent. I would recommend it!

Madeline R.

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Great Dentist and team! They made my father a pair of dentures that fit perfectly and didn’t cause him the discomfort that his previous ones from a different...

Dipesh S.

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Worried about pain during implant treatment? 🦷

Around 80–90% of our implant cases are carried out comfortably under local anaesthetic.

The area is carefully numbed so you won’t feel discomfort during the procedure.

For patients who feel particularly anxious, we also offer intravenous sedation — helping you feel deeply relaxed and at ease throughout your treatment.

Your comfort is always our priority 🤍

If dental anxiety has been holding you back from replacing missing teeth, let’s have a conversation about the options available to you.

Book your consultation today at

www.bromsgrovedentalspecialists.com

📍Bellway House, 7 Worcester Road, Bromsgrove, B61 7DL

☎️ 01527 362 000

📩 info@bromsgrovedentalspecialists.com

#bromsgrovedentist #bromsgrovehealth #dentalsedation #dentalanxiety #worcestershiredentist

9 0
Open post by bromsgrovedentalspecialists with ID 17915899815269801
Worried about pain during implant treatment? 🦷 Around 80–90% of our implant cases are carried out comfortably under local anaesthetic. The area is carefully numbed so you won’t feel discomfort during the procedure. For patients who feel particularly anxious, we also offer intravenous sedation — helping you feel deeply relaxed and at ease throughout your treatment. Your comfort is always our priority 🤍 If dental anxiety has been holding you back from replacing missing teeth, let’s have a conversation about the options available to you. Book your consultation today at www.bromsgrovedentalspecialists.com 📍Bellway House, 7 Worcester Road, Bromsgrove, B61 7DL ☎️ 01527 362 000 📩 info@bromsgrovedentalspecialists.com #bromsgrovedentist #bromsgrovehealth #dentalsedation #dentalanxiety #worcestershiredentist

Worried about having a tooth removed? 🦷

If an extraction is required, your comfort is always our priority.

The area is thoroughly numbed to ensure the procedure is as gentle as possible.

But what matters just as much is what happens after the tooth is removed.

We carefully clean the socket, and where appropriate, pack and stitch the area to support ideal healing.

This is especially important if you’re considering replacing the tooth with a dental implant in the future.

A well-managed extraction today helps protect your options tomorrow 🤍

Book your consultation today at

www.bromsgrovedentalspecialists.com

📍Bellway House, 7 Worcester Road, Bromsgrove, B61 7DL

☎️ 01527 362 000

📩 info@bromsgrovedentalspecialists.com

#bromsgrovedentist #worcestershiredentist #luxurydentalcare #bromsgrovesmiles #bromsgrovehealth

4 0
Open post by bromsgrovedentalspecialists with ID 18068811032205745
Worried about having a tooth removed? 🦷 If an extraction is required, your comfort is always our priority. The area is thoroughly numbed to ensure the procedure is as gentle as possible. But what matters just as much is what happens after the tooth is removed. We carefully clean the socket, and where appropriate, pack and stitch the area to support ideal healing. This is especially important if you’re considering replacing the tooth with a dental implant in the future. A well-managed extraction today helps protect your options tomorrow 🤍 Book your consultation today at www.bromsgrovedentalspecialists.com 📍Bellway House, 7 Worcester Road, Bromsgrove, B61 7DL ☎️ 01527 362 000 📩 info@bromsgrovedentalspecialists.com #bromsgrovedentist #worcestershiredentist #luxurydentalcare #bromsgrovesmiles #bromsgrovehealth

Dentures or implants — which is right for you? 🦷

When it comes to replacing missing teeth, there isn’t a one-size-fits-all answer.

Dentures and implants are both excellent treatment options — they’re just very different.

• Dentures are removable and can be a more cost-effective way to replace multiple teeth at once. When designed well, they can be very effective.

• Implants are usually fixed solutions, offering stability and a feel closer to natural teeth.

• We also offer implant-retained dentures — a hybrid option that “clicks” securely into place for added stability.

The right choice depends on your needs, your goals, and your circumstances.

Our job is to guide you through the options clearly and honestly so you can make the decision that feels right for you 🤍

If you’re unsure which route to take, book a consultation and let’s talk it through.

Book your consultation today at

www.bromsgrovedentalspecialists.com

📍Bellway House, 7 Worcester Road, Bromsgrove, B61 7DL

☎️ 01527 362 000

📩 info@bromsgrovedentalspecialists.com

#dentalimplants #dentures #birminghamdentures #bromsgrovehealth #bromsgrovedentist

8 0
Open post by bromsgrovedentalspecialists with ID 18089002886039132
Dentures or implants — which is right for you? 🦷 When it comes to replacing missing teeth, there isn’t a one-size-fits-all answer. Dentures and implants are both excellent treatment options — they’re just very different. • Dentures are removable and can be a more cost-effective way to replace multiple teeth at once. When designed well, they can be very effective. • Implants are usually fixed solutions, offering stability and a feel closer to natural teeth. • We also offer implant-retained dentures — a hybrid option that “clicks” securely into place for added stability. The right choice depends on your needs, your goals, and your circumstances. Our job is to guide you through the options clearly and honestly so you can make the decision that feels right for you 🤍 If you’re unsure which route to take, book a consultation and let’s talk it through. Book your consultation today at www.bromsgrovedentalspecialists.com 📍Bellway House, 7 Worcester Road, Bromsgrove, B61 7DL ☎️ 01527 362 000 📩 info@bromsgrovedentalspecialists.com #dentalimplants #dentures #birminghamdentures #bromsgrovehealth #bromsgrovedentist

Teeth in a Day 🦷✨

For patients struggling with failing, wobbly, or unaesthetic teeth, Teeth in a Day can be a life-changing solution.

With detailed planning, we can remove the affected teeth, place dental implants (usually a minimum of four), and fit a fixed bridge — all in a single day.

For the right cases, it means walking out with a secure, natural-looking smile in a very short space of time — restoring comfort, confidence, and quality of life.

A complete smile transformation, without the long wait 🤍

#teethinaday #fullarchimplants #birminghamdentist #dentalimplant #bromsgrovedentist

6 0
Open post by bromsgrovedentalspecialists with ID 17920708548251626
Teeth in a Day 🦷✨ For patients struggling with failing, wobbly, or unaesthetic teeth, Teeth in a Day can be a life-changing solution. With detailed planning, we can remove the affected teeth, place dental implants (usually a minimum of four), and fit a fixed bridge — all in a single day. For the right cases, it means walking out with a secure, natural-looking smile in a very short space of time — restoring comfort, confidence, and quality of life. A complete smile transformation, without the long wait 🤍 #teethinaday #fullarchimplants #birminghamdentist #dentalimplant #bromsgrovedentist

“Is this going to hurt?”

It’s the question we hear most — and the answer is no 🤍

Meet Karan, our specialist oral surgeon. From day one, his calm, gentle approach is designed to help patients feel at ease during what can often be a nerve-wracking experience.

Oral surgery isn’t just about the procedure itself — it’s about taking the time to listen, build trust, and guide patients through the journey with empathy and reassurance. With modern anaesthetics and advanced techniques, treatment today is far more comfortable than many expect.

Seeing the relief on a patient’s face at the end of a procedure is what makes it all worthwhile ✨

If you’re feeling anxious about oral surgery, you’re in safe hands.

Book your consultation today at www.bromsgrovedentalspecialists.com

📍Bellway House, 7 Worcester Road, Bromsgrove, B61 7DL

☎️ 01527 362 000

📩 info@bromsgrovedentalspecialists.com

#oralsurgery #bromsgrovedentist #bromsgrovehealth #bromsgrove #oralsurgeon

6 0
Open post by bromsgrovedentalspecialists with ID 18080461337465695
“Is this going to hurt?” It’s the question we hear most — and the answer is no 🤍 Meet Karan, our specialist oral surgeon. From day one, his calm, gentle approach is designed to help patients feel at ease during what can often be a nerve-wracking experience. Oral surgery isn’t just about the procedure itself — it’s about taking the time to listen, build trust, and guide patients through the journey with empathy and reassurance. With modern anaesthetics and advanced techniques, treatment today is far more comfortable than many expect. Seeing the relief on a patient’s face at the end of a procedure is what makes it all worthwhile ✨ If you’re feeling anxious about oral surgery, you’re in safe hands. Book your consultation today at www.bromsgrovedentalspecialists.com 📍Bellway House, 7 Worcester Road, Bromsgrove, B61 7DL ☎️ 01527 362 000 📩 info@bromsgrovedentalspecialists.com #oralsurgery #bromsgrovedentist #bromsgrovehealth #bromsgrove #oralsurgeon

“When I first came in, I was a jittering wreck.”

Rosalind came to us with a badly infected upper right molar and the emotional weight that comes with losing a tooth — especially one so visible.

Through clear explanations, complete transparency on costs and timelines, and a calm, gentle approach throughout, we were able to place two upper right implants and restore her smile.

Today, her implants look and feel like natural teeth — and more importantly, her confidence has been fully restored.

Feeling safe, heard, and cared for is just as important as the clinical result

Book your consultation today at www.bromsgrovedentalspecialists.com

📍Bellway House, 7 Worcester Road, Bromsgrove, B61 7DL

☎️ 01527 362 000

📩 info@bromsgrovedentalspecialists.com

#dentalimplantsurgery #bromsgrovedentist #bromsgrove #worcestershiredentist #dentistrybirmingham

8 0
Open post by bromsgrovedentalspecialists with ID 17988210446926563
“When I first came in, I was a jittering wreck.” Rosalind came to us with a badly infected upper right molar and the emotional weight that comes with losing a tooth — especially one so visible. Through clear explanations, complete transparency on costs and timelines, and a calm, gentle approach throughout, we were able to place two upper right implants and restore her smile. Today, her implants look and feel like natural teeth — and more importantly, her confidence has been fully restored. Feeling safe, heard, and cared for is just as important as the clinical result Book your consultation today at www.bromsgrovedentalspecialists.com 📍Bellway House, 7 Worcester Road, Bromsgrove, B61 7DL ☎️ 01527 362 000 📩 info@bromsgrovedentalspecialists.com #dentalimplantsurgery #bromsgrovedentist #bromsgrove #worcestershiredentist #dentistrybirmingham
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