F.A.Q

Our capacity to see new NHS patients is limited. Please check NHS choices (located in the links section of the website) to see if (and when) we are taking on new patients.

Please contact the practice on 01925 630221 to make an appointment.
Yes. We provide both dental implants and dental implant restorations.

Please be aware that not every patient is suitable for dental implants and a detailed assessment is required prior to treatment.

Please ring 01925 630221 to make an appointment. (Dental Implants are not available as an NHS treatment).
Of course. At Museum Street Dental we pride ourselves in treating all of our patients with acceptance, respect and dignity.

At Museum street Dental practice we take complaints very seriously and we try to ensure that all of our patients are pleased with their experience of our service.  If patients complain, we deal with their issue courteously and promptly so that the matter is resolved as quickly as possible.  This procedure is based on the objectives below..
 
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 all mistakes and respond to customers’ concerns in a caring and sensitive way.
 
  1. The person/s responsible for dealing with complaints about our service which we is Dr Ian Sproat or Mrs Jane Mark.
  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 contact the Practice Manageress immediately.   If the Practice Manageress 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 us to deal with this. 
  3. If the patient complains in writing the letter will be passed on immediately to Dr Ian Sproat.
  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, normally within three working days.  We will seek to investigate the complaint within ten working days of receipt and, where appropriate to give an explanation of the circumstances which led to the complaint.  We will respond to/liase with the patient  in their preferred method 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. Thorough 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:  
  • NHS England. Telephone 0300 311 22 33
  • The Dental Complaints Service (08456 120 540) for complaints about private treatment.
  • The Care Quality Commission, Finsbury Tower, 103 – 105 Bunhill Row, London, EC1Y 8TG.
  • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (dentist registration body).
  • If your complaint is not resolved to your satisfaction, contact the Parliamentary and Health Service Ombudsman. Telephone 0345 015 4033.