Complaints Policy & Procedure

At Toft Road Dental Practice we are committed to delivering high quality dental care and excellent customer service.

Should a patient feel that this has not been their experience we would like to hear so we can learn from it and apply improvement to our services, where appropriate.

At our practice we believe our friendly team are easily approachable and will strive to help the patient with any concerns. In the first instance, we would encourage our patients to let us know about the nature of their concern/complaint either clinical or administrative outlining the nature of the complaint formally in writing by letter or e-mail. Alternatively patients may wish to make a verbal complaint which will be dealt with in the same manner outlined below.

Our appointed complaints person is the Practice Manager.

Please address your complaint in the first instance to:
The Practice Manager
Toft Road Dental Practice
Toft Road
Knutsford
Cheshire
WA16 9EB

01565 633363

Or alternatively e-mail it to: info@toftroaddentalpractice.com

Upon receipt of the complaint we will aim to acknowledge it within seven days by letter. Please note should the practice manager be away a delay may possibly occur; and in the event of a delay the patient will be alerted and updated to the best of the practice’s ability.

Upon assessing the complaint, the patient will be contacted directly by the practice manager and invited to discuss the complaint either by a telephone call, and invite to the practice or a full written response.

Records of any discussions or meeting will be made available at the patient’s request. Should further investigation be needed following initial contact with the patient, the patient will be kept informed of the progress throughout the investigation.

If the complaint is of clinical nature, it will be passed directly onto the relevant clinician who will compile a comprehensive response with a proposed resolution.

All clinical and administrative complaints will be fully investigated and a written response will be provided.

Toft Road Dental Practice will endeavour to resolve the complaint in a professional capacity.

If a patient is not satisfied with the outcome of the complaint or procedure a patient will be able to contact the external service departments listed below in the following order.

  1. NHS England: Phone 03003 112233 or e-mail england.contactus@nhs.uk
  2. The Dental Complaints Service for complaints about private treatment: Phone 08456 120540 or e-mail info@dentalcomplaints.org.uk
  3. The General Dental Council: Phone 02071 676000

Staff GDC Numbers

NameGDC NumberPosition
John Clifford59453Dentist
James Gilmore83329Dentist
Claire Heywood192329Dentist
Gail Smithers200902Practice Manager
Karen Spandley109766Nurse
Isabel Lavin119230Nurse
Amy Stephens203960Nurse
Nancy Goldstraw284252Nurse
Michelle Wackett261751Nurse
Charlotte Woodcock158901Nurse
Clare GouiderN/AReceptionist
Sylvia Plummer156328Hygienist
Sarah Foster5047Hygienist