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Dentist Cornwall

Dentistry Done Differently

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.

​The person responsible for dealing with any complaint about the service which we provide is Dr Nina Khaira, the practice owner.

​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 practice manager or owner immediately. If neither are available at the time, then the patient will be informed when they will be able to talk to the Practice Manager 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 Practice Manager. 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. If the patient complains in writing or by email, it will be passed on immediately to the practice owner, Dr Nina Khaira.

​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.

​We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days. 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. We will confirm the decision about the complaint in writing immediately after completing our investigation. 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.

​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, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540 www.dentalcomplaints.org.uk
  • ​The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct

Get in touch

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“I just came out of my appointment. This dentist is amazing. The staff were so happy to help, and they made me feel comfortable and relaxed. I was sent here on an emergency NHS appointment. And I wish this was...”

Richard Scrimshaw-Edwards

“I’ve been meaning to write this review for a while because this practice deserves a 5 star review. Myself and other nurses have worked here as locums when needed. A very clean and well run practice. You can see all...”

Elevate Dental Agency

“A few months back I went here for an emergency dentist appointment. The staff was very friendly and kept the place very clean! I was getting an infected tooth removed and the dentist doing this was very understanding and also...”

Piper Donald

“Had to have an emergency appointment. I put my hands up to being the world's biggest coward when it comes to dental work. I would just like to say I would go again for the best treatment ever. A big...”

Yvonne Dickson

“Absolutely fantastic and friendly service. Always been a big baby when going to dental appointments but from the moment I arrived at my emergency appointment today I was made to feel at ease despite having a tooth removed. Gutted they're...”

Tony Lean

“Thank you so much!!!!!! I had to book an emergency appointment due to having some agonising tooth pain. St Mawes got me in the next day. I am a very anxious patient after having a recent tooth extraction cause intense...”

Charlie Campbell

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Our Treatments

We offer a wide range of dentistry treatments from general care to specialist and cosmetic dentistry from our practice in beautiful St Mawes on The Roseland Peninsula.

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Tooth Removal Tooth Removal

Tooth Removal

Dentures Dentures

Dental Dentures

Dental Bridges Dental Bridges

Dental Bridges

Teeth Whitening Teeth Whitening

Teeth Whitening

Dental Crowns Dental Crowns

Dental Crowns

Smile Makeover Smile Makeover

Smile Makeover

Root Canal Root Canal

Root Canal

icon Tooth Removal icon Tooth Removal

Tooth Removal

icon Tooth Removal icon Tooth Removal

Dental Dentures

icon Tooth Removal icon Tooth Removal

Dental Bridges

icon Tooth Removal icon Tooth Removal

Teeth Whitening

icon Tooth Removal icon Tooth Removal

Dental Crowns

icon Tooth Removal icon Tooth Removal

Smile Makeover

icon Tooth Removal icon Tooth Removal

Root Canal

Reducing our impact on the environment

At St Mawes Dental, we believe we can work together to preserve the resources of the planet, use products and materials which respect the environment and contribute to environmental protection above and beyond our operation.

TOXIN REDUCTION

We aim to be an ‘amalgam-free’ practice and are committed to lower the environmental impact from the use of industrial mercury, which is a constituent of dental amalgam fillings.

SAFE USE & DISPOSAL OF CHEMICALS

We have special equipment such as safe filters in our suction and waste pipes to minimise our patient’s exposure to mercury when old dental metal fillings have to be taken out.

ENERGY CONSERVATION

In every area of our practice we have embraced the latest technology and installed the latest heating, insulation and energy recycling processes to significantly lower the energy consumption of the practice.

 St Mawes Dental Image
 St Mawes Dental Image
 St Mawes Dental Image

Dental plans created by dentists, to suit their patients’ needs. Designed to spread the cost of treatments, to make looking after dental health easy and affordable.

Read more about our Dental Plans here

COVID-19 restrictions have ended, but our commitment to your safety HAS NOT.

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4.6
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