Complaints proceedure

Patients may make a complaint to our Practice Manager. If you are not happy with the response you receive from us you are entitled to raise this verbally or in writing to: Complaints, NHS England, PO Box 16738, Redditch, B97 9PT. By email to: englandcontactus@nhs.net By telephone: 0300 3112233 You can get support in making a complaint from: • The Complaints Manager or Patient Advice and Liaison Service (PALS) • NEPCSA, your local Independent Complaints Advocacy Service (ICAS), Citizen Advice or visit www.dh.gov.uk If you feel that your complaint has still not been resolved then you can contact the Parliamentary and Health Service Ombudsman:
Millbank Tower, 30 Millbank, Westminster, London SW1P 4QP Phone: 0345 015 4033 Private patients can be referred to the Dental complaints service Ste-phenson House: 2 Cherry Orchard Rd, Croydon CR0 6BA, Phone: 020 8253 0800 British Dental Health Foundation helpline: 0845 0631188

Disability access information

We are committed to adhering to the requirements of the equality act 2010 and the disability discrimination act 1995. Therefore, to support patients who require a wheelchair. We are a DDA-compliant practice with ground floor surgeries, disabled access toilet and ground floor patient x-ray room. Our service also has a hearing loop available and access to Braille transcription services and written content in large font sizes. We also have in place language line solutions for patients whose first language is not English (patient information can be translated into other languages as required).

Contact information for out of hours emergencies

Should you have a dental emergency out of practice opening hours please call NHS 111. You can also visit the NHS 111 website, their address is http://www.nhs.uk/NHSEngland/AboutNHSservices/Emergencyandurgentcareservices/Pages/NHS-111.aspx This service is provided by NHS ENGLAND SOUTH EAST, which is responsible for commissioning dental services in this area. NHS England, South East 18-20 Massetts Road, Horley, Surrey, RH6 7DE. www.england.nhs.uk/south/ Tel: 0300 311 2233. Email england.southeast@nhs.net If you experience any problems with this service please report it to NHS England on 0300 311 2233 or 0300 123 4412.

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