Complaints - Kenton Dentist - Harrow Dentist - Stanmore Dentist: Kenton Dental in HA3, Pearl Dental Care

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Complaints

Our experienced team of dentists and hygienists are here to offer you the highest standard of hygiene and professional oral care. We put you in control of your treatment plan by giving you an open and clear estimate of cost before starting any treatment, so you can establish which treatment option is right for you. We can then provide you with the care that you need to achieve a healthy, comfortable and aesthetic smile.

We take pride in the quality of treatment we provide. If you are not happy with any aspect of the treatment provided, please speak in confidence either in person or on the phone to one of our reception staff or your treating dentist where your concern will be discussed with you and a resolution identified.

If you feel that you cannot speak to our staff in person, then please write in to our practice address where we will acknowledge your concern within 3 working days and investigate the matter and provide you with a written report of our findings within 10 working days and any resolution we will provide.

We want our service to meet your expectations. If you have a concern or complaint about any aspect of our service, we want to identify how we can improve to ensure that we meet your expectations in future. Our aim is to learn from any feedback we receive and improve the service we provide to our patients

We will deal with complaints courteously and promptly and aim to resolve the matter as quickly as possible.

Our complaint’s policy

If you wish to make a complaint or simply let us know how we could have done better, please contact Dr A Soneji, our principal dentist.

  • By telephone on 020 89073440
  • By email at enquiries@pearlsmile.co.uk
  • By letter to Pearl Dental Care Centre, 269 Kenton Road, Kenton, Harrow, MiddlesexHA3 0HQ
  • In person.

The principal dentist works at the practice full time and will endeavour to be available during these times. You may find it more convenient to make an appointment with the principal dentist to ensure that he can dedicate sufficient time to meet with you.

If you contact the practice to make a complaint and the principal dentist is not available, we will arrange a convenient time for them to contact you. We will ask you for brief details of your complaint so that we can gather any useful information before contacting you.

If the matter requires a more immediate response, we will arrange for a senior member of the dental team to deal with it.

If your complaint is about your dental treatment or the fee charged, we will usually ask the dentist concerned to contact you, unless you do not want this.

What will happen next?

  • We will send you a letter acknowledging receipt of your complaint within 3 working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally involve to our principal dentist Dr A Soneji, reviewing the matter and speak to the member of staff who acted for you.
  • We will offer to discuss the complaint with you and will ask how you would like to be kept informed of developments – by telephone, letters or e-mail or by face-to-face meetings.
  • We will let you know how we will deal with your complaint and the likely time that the investigation will take to complete. If you do not wish to discuss the complaint further, we will still let you know the expected timescale for completing the investigation.
  • We will investigate your complaint within 14 days and, as far as reasonably practicable, will let you know how our investigation is progressing.
  • When we have completed our investigation, we will provide you with a full written report, unless you have told us that you do not wish for further communication. The report will explain how we considered the complaint, the conclusions we reached for each part of your complaint, details of any remedial action we have taken and whether further action is needed.

Records

We keep proper and comprehensive records of any complaints that we receive and the action we have taken following investigation. We review these records regularly to ensure that we take every opportunity to improve our service.

If your complaint was about your dental treatment and you are not satisfied with the result of our investigation, you can take up the matter with a relevant external organisation.

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

Address
269 Kenton Road, Kenton Harrow, Middx, HA3 0HQ
Book by Phone
020 8907 3440
Email us
enquiries@pearlsmile.co.uk
OPENING TIMES
Monday
8:30am to 5:30pm
Tuesday
8:30am to 5:30pm
Wednesday
8:00am to 5:30pm
Thursday
8:30am to 5:30pm
Friday
8:30am to 2:00pm
Saturday
9:00am to 1:00pm
Sunday
Closed

© 2008-2021 Pearl Dental Care Centre, 269 Kenton Road, Kenton Harrow, Middx, HA3 0HQ T: 020 8907 3440 All rights reserved. All logos & Trademarks belong to their Respective Owners.

Designed, Developed & Maintained by Impreshens

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Dear Patient

Following the government announcement on 4th January 2021 regarding a national lockdown, we would like to reassure our patients that our practice will remain open for on going and emergency dental treatment.

We hope you and your loved ones are keeping well at this time.

Pearl Dental Care Centre opened on Monday 15th June 2020 following government guidelines where we initially prioritised seeing patients for urgent dental care.

We are pleased to inform you that we have resumed dental and hygienist services as normal.

Our community has been through a lot over the last few months, and all of us are looking forward to resuming our normal habits and routines. While many things have changed, one thing has remained the same: our commitment to your safety.

Infection control has always been a top priority for our practice and you may have seen this during your visits to our surgery.

Our practice follows infection control guidelines produced by multiple governing bodies. In light of the current situation we have ensured that our infection control procedures are stringent and adhere to recommendations.

At Pearl Dental Care, we pride ourselves on our levels of high-quality care and unparalleled expertise. Building on this existing foundation, we have incorporated protective screens in reception, wider use of disposable PPE during treatments, and higher frequency practice cleaning post treatment and throughout the practice as a response to COVID19.

Please be rest assured that we will not be compromising on the safety of our staff or patients, therefore in addition to the strict protocols issued to us by the health care authorities, our practice has also:

  • Installed an air purification unit in the reception waiting area. The unit has been proven and tested to remove 99.9999% of all respiratory viruses and bacteria and uses Radic8 Virus Killer Technology TM
  • We have introduced the concept of “fogging” in all dental surgeries and hygienist room. This process involves using a fine mist of a powerful antiviral/antibacterial disinfectant which is sprayed into the air and covers surfaces.
  • We have installed high power air extraction units in all dental surgeries and hygienist room. These units remove aerosols and particles from the room which is then replaced with “new” fresh air, thereby ensuring the safety of the next patient that enters the room.

To ensure a safe environment we are screening all patients that attend and updating medical history information prior to the appointment so that we can provide the best possible care.

Please note: we have implemented a new process whereby we will be sending out each patient a text message appointment reminder which includes a link to a confidential and secure portal to update your medical history and fill out a COVID questionnaire, which can be done in the comfort of your own home.

We have implemented this new feature to minimise time spent at the surgery, ensure a contactless process and adhere to NHS England guidelines.

You may see some changes when it is time for your next appointment. We have implemented these changes to help protect our patients and staff. For example:

  • We will be providing phased treatments. Any patients with urgent dental problems will be dealt with as a priority.
  • Our practice will communicate with you beforehand to ask some screening questions relating to COVID-19 and your medical history. You will be asked those same questions again at your appointment.
  • All appointments must be pre-booked
  • Appointments will be managed to allow social distancing between patients. This may mean that you are offered fewer options in scheduling your appointment.
  • We have hand sanitiser at multiple locations within the practice and we will ask you to use this when you enter and leave the practice.
  • We no longer offer magazines or leaflets since those items are difficult to clean and disinfect.

We will allow greater time between patients to reduce waiting times for you, as well as reducing the number of patients in the reception area at any one time. How you can help:

  • All patients to attend their appointments alone, where possible.
  • Children to attend with one parent or guardian only.
  • A safe distance must be observed if another patient is present in the dental practice reception area (floor markings will be present).
  • Payment should made card where possible
  • Please do not arrive early to the practice.
  • Please do not arrive without a pre-arranged appointment.
  • Patients should come wearing a mask if possible or be prepared to wear one.
  • Please kindly bring your own protective eyewear (sunglasses or normal spectacles) if you have them.

We would like to thank you all and are humbled by your support and patience during this difficult time and look forward to welcoming you back to our practice.

Should you have any queries please call the practice on 020 8907 3440.

Kind Regards,

Dr A Soneji & Dr J L Soneji and the Pearl Dental Care Team
Pearl Dental Care Centre
269 Kenton Road
Kenton
Harrow
HA3 0HQ
Contact No: 020 8907 3440
www.pearlsmile.co.uk
pearlsmile@hotmail.co.uk