Complaints Procedure

5.0

Noël Cottle

09:04 16 Dec 22

I can't recommend the 53 team enough. I used to be so scared of visiting the dentist but I've been with them for at least 10 years and I now look forward to the visits.Bhavin is fantastic and is not wrong when he jokingly describes his fillings as 'works of art'; Marcia is so welcoming and always makes laugh in the Hygienist's chair; and I've just spent a 18 months under the care of the brilliant Arti for orthodontic work. They are all genuine, lovely people, who really care about the health of my gums and teeth. I don't think you'll find a better team.5x huge gold stars, 100% recommended.

Thomas Stofer

17:41 18 Oct 22

Arti has been great through my Invisalign process - answering my (lengthy and frequent) questions and providing a lot of encouragement. You can really tell that she genuinely wants you to achieve the best results possible and takes the time to explain the process in a manner that is reassuring and confirms that you are in capable hands. Now that the process is completed I will miss her warmth and humour at our regular check-ups.

Jacob De Haan

16:24 12 Feb 22

10/10 service. Arti has been extremely helpful throughout the Invisalign process. I believe she genuinely cares for the outcome of her patients, made apparent by her work.

Ben Lethbridge

19:35 07 Dec 21

I loved working with Arti. She was utterly thorough and pushed me to take the treatment seriously and was clear about the implications.She motivated me to commit - I’m thrilled that I chose to go down this route rather than another dentist I spoke to. It’s likely that I would not have got into the process so deeply with another dentist. She also cares about a successful outcome passionately and that helps you get on board with it - she is driven and lives her work. Her bedside manner is warm and engaging and I enjoy her company very much.

Angelina Engeris

13:00 04 May 21

Best dentist I’ve used! Highly recommended Bhavin, he made my experience visiting the dentist so much better. I am incredibly impressed with the level and quality of service.

Michelle Williams

14:45 11 Feb 21

I recently moved and was looking for a dentist closer to home. I came across 53 Wimpole Street and decided to give them a try. I can confidently say that Dr Patel and his team provided the best service and care I have ever experienced at a dental practice. He was extremely patient with answering all of my questions and made me feel at ease. I would highly recommended booking your next appointment with him!

Alpesh Tosar

20:39 06 Feb 21

We recently relocated from New York, and Bhavin and the team have been fantastic. Great service and great people, they made us feel totally at ease and we actually look forward to seeing them.

Kieran Todd

16:02 04 Feb 19

Lovely clinic and backed by a lovely team. I have always felt very welcome at every visit by Janet. Lida, my orthodontist is brilliant. She really knows what she is talking about and she is very compassionate, friendly and professional. I would happily recommend this clinic. In fact i have done so, my sister gets her braces next week!

Andrew Sedgwick

05:12 08 Aug 17

I was dreading my first visit to the Wimpole Street having had so many bad experiences in the past but I was blown away by the combination of kindness, explanation and professionalism. I was placed completely at ease (which is unusual for me).Delighted with the results (and the fact that the treatment was far more reasonable than I had expected), I can highly recommend that you give these guys a call.I can now smile with confidence!

Bav Patel

13:14 07 Aug 17

I am not usually one to write a review regarding my dentist experience (usually I reserve this kind of feedback for hotels/holidays etc), but I am a very nervous patient, like many I suspect and after 25 years of being worried, concerned even embarrassed about showing a person my teeth, I finally decided to visit this practice (from a recommendation) and was very surprised. The dentists are great and very in tune with a patients concerns and quick to work out and put you at ease on any hang ups you have. I felt very relaxed and was given lots of options around what treatments I should think about and how these should be scheduled.Come to think about it the staff are all very professional but to me the most important thing is they are approachable/likeable. They treat you like you have been going there for years which is a great attribute.If your looking for a new dentist or looking to visit a dentist after a very long time I can thoroughly recommend this professional, friendly practice!

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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 Dr Bhavin Patel, Principal/Partner.
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/Partner immediately. If the Principal/Partner is not available at the time, then the patient will be informed when they will be able to talk to the Principal/Partner 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/Partner. 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 Principal/Partner, Dr Bhavin Patel.
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